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. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact our Customer Service Team or a Director using one of the following
By Phone: 01202 823400
By Email: email@example.com
By Letter: FAO The Directors, COMMS UK LIMITED, Comms House, Units 2/3 Thorne Way, Woolsbridge Industrial Estate, Three Legged Cross, Wimborne, Dorset. BH21 6FB
If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask questions to confirm that we are speaking to the right person.
If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from
Ombudsman Services – Communications
3300 Daresbury Park, Daresbury, Warrington, WA4 4HS T: 0330 440 1614
E: firstname.lastname@example.org W: www.ombudsman-services.org
Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.
The Ombudsman Services
3300 Daresbury Park, Daresbury, Warrington, WA4 4HS
T: 0330 440 1614
Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
T: 020 7981 3040 or 0300 123 3333
Phone-paid Services Authority
40 Bank Street London, E14 5NR
T: 0800 500 212 or 020 7940 7474
Telephone Preference Service
DMA House, 70 Margaret Street, London W1W 8SS
T: 0845 070 0707
Federation of Communication Services (FCS)
Provident House, Burrell Row, Beckenham, Kent BR3 1AT
T: 020 7186 5432
Licence Number C-002275
Correct at the time of printing, published April 2017