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Complaints Procedure

Read below to see our complaints procedure

How does it work?

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 and a member of our team will attempt to resolve your complaint quickly and effectively. 

If your initial call with our customer service team does not resolve your issue and you would like to complain formally, this must be done in writing to the following address:

Complaints Team
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)

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.

Initial Complaint  – First Two Weeks

Whatever your complaint, we will give you our initial response to it no longer than 2 weeks from when you notified us.

Senior Escalation – Week 2 to 4

If you are not happy about the way in which your complaint, or our initial response is not accepted, your complaint will be escalated to our Operations Manager, who will respond to your complaint within 2 weeks of the escalation.

Director Escalation – Week 4 to 6

After the Operations Manager has reviewed and responded to your complaint, if you are still not satisfied about the way we have dealt with your complaint, your complaint will be reviewed by the Managing Director, who will respond to your complaint within 2 weeks of escalation.

Final Resolution – Week 6 to 8

Upon the Managing Director responding to your complaint, if you are still not satisfied about the way we have dealt with your complaint, we will put forward a final resolution. This is our full and final position on the complaint.

Taking further action

If we have not been able to resolve your complaint to your satisfaction within 8 weeks 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 CISAS, this is an independent dispute resolution service.

CISAS – Communication & Internet Services Adjudication Scheme

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

70 Fleet Street,
London
EC4Y 1EU
Phone: 0207 5203827
Fax: 020 7536 6001
E-mail: info@cisa.org.uk
Website: www.cedr.com

Our Contact Details

L A Comms Ltd
Group First House
12A Mead Way
Padiham
BB12 7NG
t: 0800 612 612 9
f: 01282 931599
e: customer.services@lacomms.com