Complaint handling and resolution process

We are committed to providing you with the best value residential telecommunications service in the UK. We understand that faults can occur, and when they do, we want to correct them quickly. We provide a comprehensive complaint handling process to solve your problem as soon as possible.

When you call us on 0333 200 0801, a customer service adviser will note the details of the problem and will agree a course of action with you. Due to the complex nature of some queries, these may take a little longer to resolve.

If you are not happy with the response you receive you may ask for the matter to be referred to a senior manager for further investigation.

In the rare event we are unable to resolve your problem we will write to you informing you of the position. This is sometimes called the ‘deadlock’ letter. When you receive this letter you have the right to refer your case to the Ombudsman, also if after three months from first making the complaint and you do not hear from us you can contact the Ombudsman. The deadline to bring the complaint is nine months after first making the complaint. The Ombudsman’s contact details can be found below. The Ombudsman will want to ensure that you have followed this process before contacting him. If this is not evident the Ombudsman is likely to refer the matter back to Eze Talk for resolution.

An application to the Ombudsman does not relieve you from any obligation you may have to pay any amounts not in dispute.

Dispute resolution

Eze Talk is a member of the Telecommunications Ombudsman scheme, which provides a free, independent, service to help sort out complaints when customers and telecoms companies can’t agree. It is run by the Office of the Telecommunications Ombudsman. Their job is to investigate complaints fairly, listen to both sides of the story and look at the facts. If the Ombudsman decides your complaint was justified, Eze Talk will honour their decision and put things right for you.

Email: osenquiries@os-communications.org

Address: Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Website: https://www.ombudsman-services.org/communications.htm

If you need further advice

Ofcom

Ofcom (Office of Communications) is the main regulator for the communications industry. Their contact details are as follows:-

Office of Communications (Ofcom), Riverside House, 2a Southwark Bridge Road, London SE1 9HA Contact number: 0300 123 3333 or 020 7981 3040 Email: contact@ofcom.org.uk  web site: https://www.ofcom.org.uk