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Customer Complaints Code |
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| Our Code for Handling Complaints and Disputes |
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| Introduction |
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| The Proton Telecom Code for Handling Complaints ensures that any complaints are rigorously examined and their validity established. Corrective actions can then be assigned as necessary to prevent similar instances from occurring and to provide a better service to the client. |
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| The complaints procedure applies to any activities that are suggested by a customer to be of an unsatisfactory standard. Any complaint received from a customer concerning the actions taken by Proton Telecom shall be entered into our database and referred immediately to a member of our customer services dept. |
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| The customer services member will discuss the complaint with the customer and notify the head of the department concerned and fully investigate the claims made. Activity on the account may be suspended pending investigation and reply to the complaint. The customer services member and the head of the department concerned will investigate and implement corrective action. |
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| The management of complaints is monitored to ensure that all complaints are handled within a suitable time period and that a satisfactory resolution with the client is reached. All actions taken in investigation and resolving customer complaints are recorded on the customer database. All correspondence is stored on file. |
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| If you have a complaint: |
| Please telephone our customer services dept on 0843 185 6262. We will try to solve any problems you have immediately but if this is impossible, we will agree a course of action with you. |
| You may also send your complaint to us in writing to: |
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| Proton Telecom: |
| Suite 14, Old Anglo House, Mitton Street, Stourport on Severn, Worcestershire, DY13 9AQ |
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| Or via an email enquiry to info@protontelecom.co.uk |
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| We will protect the privacy of the information that we hold on you. |
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| Taking your complaint further: |
| If your complaint is not resolved to your satisfaction after this procedure, you can take it further by asking to discuss it with a Director. |
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| If we cannot resolve the problem, then we will write to you to say so. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Alternative Dispute Resolution scheme of the Telecommunications Ombudsman, Otelo. |
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| Useful addresses: |
| OFCOM: Riverside House, 2A Southwark Bridge Road, London SE1 9HA. |
| Tel: 020 7981 3000. |
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| OTELO: PO box 730, Warrington, WA4 6WU. |
| Tel: 0845 050 1614 |
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