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Customer Complaints Procedure

 

Introduction

At L A Comms we are committed to providing our customers with an excellent level of service. We recognise that sometimes things go wrong, and when they do, we want you to tell us, so that we can put things right as quickly as possible.

Therefore, we have developed a Complaints Procedure which explains who you should contact and what to do, if you have a complaint about our services. The Complaints Procedure is described below.

 

Contacting us

If you would like to make a complaint about our service, please call our Customer Services line on 0800 612612 9. These lines are open from 9am to 5pm Monday to Friday.

Alternatively to formalise your complaint please write to us at:

Head of Customer Service and Billing
L A Comms Ltd
Group First House

12A Meadway
Padiham,
BB12 7NG

 

How we will deal with your complaint

When you contact us, we will normally ask you to give us the following information in order to deal with your complaint as efficiently as possible:

·        Company name and account number

·        Name, contact phone number and postal address

·        Nature of the complaint (including any relevant detail)

 

You can give this information to us over the phone or in writing.

When we have registered your complaint we will give it an identification number that you may refer to in any further contacts with us regarding your complaint. We will make every effort to resolve your complaint when you first contact us. However this is not always possible and we may have to investigate your complaint further.

Whatever your complaint, we will give you our initial response to it no longer than 5 working days from when you notified us. If you are not happy about the way in which your complaint has been handled, you can call us on 0800 612612 9 and ask to speak to the Office Manager. If after having  contacted the Office Manager you are still not satisfied about the way we have dealt with your complaint, you should ask for your complaint to be reviewed by the Managing Director. We aim to resolve all complaints within 20 working days from when you notify us but more complex cases may take longer.

 

Taking further action

If we have not been able to resolve your complaint to your satisfaction within 40 working days from when you notified us, we will send you a letter confirming this. This letter is normally referred to as a "deadlock letter" and confirms that there is nothing more we can do with respect to your complaint.

When you have received the deadlock letter from us, you may wish to refer the complaint to one of the following two organisations. The Ombudsman is appropriate if you are a small business, while Ofcom should be contacted if you are larger.

 

Office of Communications

The Office of Communications (Ofcom) is the body set up by the Government to monitor and regulate telecommunications within the UK. Ofcom aims to provide the best possible deal for customers in terms of quality, choice and value for money. You will find the contact details for Ofcom below.

 

Telecommunications Ombudsman

The Telecommunications Ombudsman (Otelo) is a free and independent service that deals with complaints by residential and small business customers against member telecommunications companies. Otelo is funded by L A Comms and other telecoms companies. You will find the contact details for Otelo below.

 

Office of Communications (Ofcom)

Riverside House,
2A Southwark Bridge Road
London
SE1 9HA
Phone: 0845 456 3000
Fax: 020 7981 3334
E-mail: contact@ofcom.org.uk
Website: www.ofcom.gov.uk

 

Office of the Telecommunications Ombudsman (Otelo)

Wilderspool Park
Greenall's Avenue
Warrington
WA4 6HL
Local rate phone number: 0845 050 1614
Textphone: 18001 0845 051 1513
Fax: 01925 430059
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk