Start Communications are always committed to providing all their clients with the highest quality service. On occasion, there can unfortunately be times when things can go wrong, so this is a guide for what to do when you feel that you have a cause for complaint.
We will use our best endeavours to deal with all complaints fully and fairly, and in a reasonable time scale. If unusually, a complaint is not resolved to your satisfaction immediately after speaking to one of our customer support advisers, we will respond in writing within 2 weeks of the date the complaint was initially raised. Depending on the complexity of the complaint, we may require up to 4 weeks to fully investigate and offer a resolution to the issues raised.
If you are unhappy with our proposed resolution, this should be communicated in writing to us and we advise you of your options to escalate the complaint to the Ombudsman Services for Telecoms. They are an Alternative Dispute Resolution (ADR) organisation who can look at your complaint and our response in a neutral and impartial manner. They may direct Start Communications to improve our resolution, or they may feel that Start Communications have responded appropriately and advise you to accept the resolution that has been offered. There is no cost to you for using the Ombudsman.
Please get in touch with us If you need this Complaint Handling Process in a more accessible format. Our Contact Details You can write to us at either firstname.lastname@example.org or by post at the following address:
Our Complaints Process
Your complaint will follow the following process. In some instances, your complaint will begin at an escalated stage. We will advise you in writing if this happens.
A customer support adviser will receive your complaint and investigate the issues. They will attempt to resolve your issue directly with you as soon as possible, typically over the phone or via email. Most complaints raised verbally will be dealt with at this stage.
If you are unsatisfied with the initial response, or if our customer support adviser believes that the issue is more complex and requires more specialised investigation, your complaint will be escalated to the appropriate team or department head, who will investigate further. They will establish whether there is anything additionally that can be done to resolve the issue(s).
If you still are dissatisfied with our suggested resolution, or where the team or department head feels it is appropriate, your complaint may be escalated to the complaints team, who will examine the points of your complaint further, as well as how the complaint has been handled so far. You will be advised of timeframes for a final response at this stage.
The complaints team will work with you to resolve the issue(s) to your satisfaction. However, if after 4 weeks there is no agreed resolution then you will be advised of your rights to escalate to the Ombudsman.
In some instances, the complaints team may feel that there is nothing further to investigate or to add following the First Escalation outcome, so you may be advised of your rights to refer to the Ombudsman ahead of the 4 week timeframe.
If, at any stage, we have informed you of the outcome of our investigation and 14 days have passed and you have not advised us that you are unhappy with the outcome, then we will consider the complaint to be resolved. We will advise you about this timeframe when we provide you with our final response letter.
You have the right to refer your complaint to the Ombudsman if 4 weeks have passed since you initially raised the complaint.
Please be advised that the Ombudsman route is only available for Small Business Customers (SBCs). These are companies which have less than 10 employees, volunteers, and contractors. We may ask the Ombudsman to reject your complaint if we feel that it is frivolous or vexatious.
For more information. check https://www.ombudsman-services.org/sectors/communications
Their contact details are below:
Ombudsman Services: Communications
PO Box 730
0330 440 1614 or 01925 430049 Monday to Friday 9am – 5pm