We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. When they do, we want to know so that we can put them right as soon as possible.
This document explains how you can contact us and outlines our procedures for resolving complaints about sales, billing, fault repair or services and forms part of our Code of Practice.
The Code of Practice is available on request from our Customer Service Helpdesk on 08700 554 155 and online at our website: www.telecom-warehouse.co.uk
To register a complaint please telephone our Customer Service Team or your Account Manager on 0870 055 4155. Your adviser will discuss the complaint with you and seek to resolve the problem whilst you are on the line. If this is impossible, we will agree a course of action with you.
You may also forward a complaint to us in writing at:
Telecom Warehouse Ltd
Prestige House
Cornford Road
Blackpool
FY4 4QQ
Or via email: customer.service@telecom-warehouse.co.uk
During any discussions we will protect the privacy of the information that we have on file. We may have to ask you a few questions to confirm that we are speaking to the correct person.
If your complaint is not resolved to your satisfaction after this procedure, you can take it further within our company to the Operations Manager and ultimately to the Managing Director.
If we are unable to resolve the problem, then we will advise you in writing. If you are unsatisfied with the result and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Otelo Alternative Dispute Resolution Scheme.
| Organisation | Contact Details | |
|---|---|---|
| Otelo | PO Box 730, Warrington, Cheshire WA4 6WU | 0845 450 1614 www.otelo.org.uk |
| Ofcom | Riverside House, 2a Southwark Bridge Road, London SE1 9HA | 020 7981 3000/ 0845 456 3000 www.ofcom.org.uk |
| ICSTIS | Clove Building, 4 Maguire Street, London SE1 2NQ | 020 7940 7474 www.dma.org.uk |
| Federation of Communication Services (FCS) | Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT | 020 8249 6363 www.fcs.org.uk |