How We Will Deal with your Complaint
We adopt a three stage process for handling complaints made to us.
| FRONTLINE
RESOLUTION |
Our front line team handle issues that are straightforward and easily resolved, typically those requiring little or no investigation. We aim to resolve such issues within 5 working days and resolution may include any one or more of the following actions: ‘On-the-spot’ apology, explanation, or other action to resolve the complaint quickly. In exceptional circumstances it may take longer than 5 days. Our front line staff are trained to deal with such complaints and in some circumstances they may pass on your complaint to the appropriate point for frontline resolution.
Your complaint will remain open until we have received confirmation from you that you are satisfied with our response to you.
We will use complaint details, outcomes and resolutions to help continuously to improve our services.
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| INVESTIGATION | We will initiate a formal investigation for issues that have not been resolved at the frontline stage, or that are complex, serious or ‘high risk’. We aim to provide a definitive response within 20 working days following a thorough investigation of the points raised. Our response will be signed off by senior management; our senior management take an active interest in complaints and use information gathered to improve our services.
Your complaint will remain open until we have received confirmation from you that you are satisfied with our response to you.
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| INDEPENDENT
EXTERNAL REVIEW |
You have the opportunity to escalate your complaint for issues that we are unable to resolve at the front line or by investigation. We are members of the industry body representing wireless networks, UKWISPA. If you wish to escalate your complaint to this organisation we will give them a summary of case to date and give you copy of the summary together with contact details to allow you to contact them directly to monitor the progress of your case.
UKWISPA is committed to providing a response within 2 weeks of being notified of the detail of the complaint |
| ACCESS TO ADR | Ombudsman Services |
How to Make a Complaint
You can initiate a complaint by calling our customer service department, emailing us, online or writing to us. We do not differentiate complaints by how they are raised so please use the most appropriate contact method for making your complaint:
Call us on this number: 01158718379
Email: complaints@ineedbroadband.co.uk
Online: www.ineedbroadband.co.uk/support select customer services
Write to: Complaints office, Unit1 Baggarlee Park, Engine Lane, Nottingham NG16 3RN