How to Voice Your Concerns
We’re sorry to hear that something about our services has left you feeling unhappy. Your satisfaction is important to us, and we’re committed to making things right as quickly as possible.
To ensure a swift resolution, we suggest starting by checking out our Frequently Asked Questions (FAQs). We’ve compiled a comprehensive list of support articles that cover a wide range of topics. You might just find the solution you need to address the issue on your own. It’s a convenient, hassle-free option that saves you from making a phone call or waiting for an email response.
We’re here to assist you every step of the way, so please don’t hesitate to reach out if you can’t find the answer you’re looking for. Your feedback is valuable to us, and we’re eager to address any concerns you may have.
Having Trouble Finding What You Need?
If you’re having trouble finding the information you’re looking for on our help pages, don’t worry! We’re here to assist you. Simply reach out to us, and a member of our team will be more than happy to help. You can get in touch with us through phone, online channels, or even by post.
At our company, we take every complaint seriously, and we are committed to finding a resolution that will leave you satisfied. Your feedback is invaluable to us as it helps us continually improve our services for all our customers.
To learn more about how we handle complaints, we encourage you to read our Customer Complaints Code of Practice.
How to Make a Complaint via Post
If you prefer to make a complaint via post, please send it to:
International House, 6 South Molton St, London, W1K 5QF.
We understand that making a complaint by post may not be the fastest option, but rest assured, we value your feedback and are committed to addressing your concerns promptly. Once we receive your complaint, we promise to acknowledge it within 48 hours and work diligently to resolve the issue within 28 days.
If you prefer a quicker method, you can make a complaint via email. Simply reach out to us at support@callsuk.co.uk, and we’ll make it a priority to reply and resolve your issue within 7 days of receiving your complaint.
Alternatively, you can also make a complaint over the phone by calling us at 0330 088 750. Our dedicated team is available Monday to Friday, from 9 am to 5 pm, and they will be more than happy to assist you.
We appreciate your patience and understanding as we work to address your concerns and provide a satisfactory resolution. Your satisfaction is our top priority, and we’re committed to making things right.
Working Together to Find a Resolution
At Calls UK, our goal is to work tirelessly to find a solution that satisfies you. We’ll keep you informed every step of the way and promptly update you as soon as we believe we have a resolution in sight.
The time it takes to reach a resolution may vary depending on the nature of your complaint and how you contacted us. If you reached out to us by phone, we’ll do our utmost to resolve the issue during the call. For web chat inquiries, our aim is to address everything during the session. For email and postal complaints, it may take a little longer, but regardless of the contact method, we’ll strive to find a resolution within 28 days.
In cases where we’re unable to resolve everything immediately, we’ll make an effort to contact you through your preferred method once we’ve found a resolution. If telephone is your preferred communication method, please provide us with the best number to reach you. If we can’t connect with you, we’ll send a text message with our telephone number, allowing you to reach out to us when it’s convenient for you.
If we’re unable to reach you via phone, we’ll send an email, so please keep an eye on your inbox. In rare circumstances where email communication isn’t possible, we’ll write to your home address instead.
Once we’ve reached out to you with our proposed resolution, your case will remain open for 28 days. We want to ensure you have ample time to review and consider our proposal. If you’re satisfied with the resolution, simply let us know, and we’ll promptly close your case.
If we don’t hear from you within 28 days of the contact date, we will assume that you’re content with the resolution. In that case, we’ll send you another letter to inform you that we’re closing your complaint.
We appreciate your cooperation and understanding throughout this process. Our aim is to provide you with the best possible outcome, and we’ll continue to work diligently until we find a resolution that meets your expectations.
Understanding Ofcom – Your Telecommunications Regulator
Have you ever wondered about Ofcom? Well, let us shed some light on it. Ofcom serves as the telecommunications regulator, responsible for overseeing specific policies and processes in the industry to benefit customers like you. While Ofcom does not handle individual customer complaints directly, they can offer valuable information and advice.
However, we encourage you to reach out to us first with any concerns or complaints you may have. Our dedicated team of advisors is here to assist you and work towards resolving any issues you encounter. We believe in providing a personalised approach to customer support, ensuring your needs are addressed promptly and effectively.
Seeking Independent Adjudication
Our goal is to find a resolution that leaves you completely satisfied. However, if we’re unable to reach an agreement that meets your expectations, we’ll send you a letter or email providing information on how to refer your complaint for independent consideration through Alternative Dispute Resolution (ADR). This service is available to you free of charge.
Typically, we will suggest referring your complaint to ADR if we haven’t been able to find a solution within 8 weeks of receiving your complaint. However, in certain cases where it’s evident that the complaint cannot be resolved to your satisfaction, we may agree to proceed with ADR before the 8-week timeframe.
To pursue independent adjudication, you can refer your complaint to one of the following adjudication schemes specializing in TV, broadband, phone, or mobile complaints:
Ombudsman Services Phone: 0330 440 1614 Website: www.ombudsman-services.org Email: enquiry@ombudsman-services.org Postal Address: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
These independent organizations are dedicated to impartially assessing complaints and providing a fair resolution.
We sincerely hope that we can resolve your concerns before it reaches this stage, but if necessary, please feel free to explore the option of independent adjudication through ADR.