Complaints Procedure
As a provider of electronic communications and voice services, we are required by Ofcom’s Approved Code of Practice for Complaints Handling to develop and publish a code of practice setting out the key information concerning the setting out procedures for resolving complaints
Who this COP applies to:
Pursuant to the general conditions of entitlement as set by the Office of Communications, ("Ofcom"), this COP applies to domestic and small business customers defined by Ofcom as a customer of Vectone Mobile that is not a provider of communications services nor a business for which more than 10 individuals work (whether as employees or volunteers or otherwise).
Our Complaints Procedure:
At Vectone Mobile, we are committed to addressing all complaints, including requests for refunds, as quickly and fairly as possible utilising our complaints handling procedure. Please follow the below stages:
Stage 1: Methods to contact:
In the first instance we ask that you contact one of our customer services agent advisors by one of the following means:
By telephone: 0207 1790134
By email: support@vectonemobile.co.uk
By post:Customer Services, Level 18, 40 Bank Street, Canary Wharf, London, E14 5NR
Our customer service agents are equipped to deal with your complaints and will address your complaint immediately when contacted by telephone, email or through our web form.
Stage 2: Write to Customer Services Manager
However, if your compliant can not be dealt with by telephone, email or through our web form you must therefore write to Customer Services Manager who will aim to respond to your compliant within 14 days of receipt of your compliant letter.
- Attach all relevant documentation to accompany your compliant.
- You must send your compliant letter by registered post to Level 18, 40 Bank Street, Canary Wharf, London, E14 5NR
If you are not satisfied with how your complaint is handled by the Customer Service Manager or the complaints process as set out above has failed in resolving your complaint, you must then escalate your complaint in writing to Customer Relations Department.
Stage 3: Write to Customer Relations Department
You must send letter by registered post to the following address "Customer Relations at Vectone Mobile Ltd, Level 18, 40 Bank Street, Canary Wharf, London, E14 5NR" stating that you wish to escalate your complaint. Please also include the following in your written complaint:
• Date(s) of incident(s)
• Name of the representative(s) you spoke to at stages (1) and (2), if known
• Nature of your complaint
• Your full name & address
• Your telephone number
Customer Relations Department will aim to address your complaint within a further 10 working days from receipt of your letter. This timeframe is approximate and in some circumstances it may unfortunately take longer to investigate. Customer Relations will inform you if this is the case.
If our Customer Relations is unable to resolve your complaint satisfactorily, we will issue a "deadlock" letter so that you may make a complaint through Ombudsman Services: Communications, an independent alternative dispute resolution scheme. Details of this service will be provided on the deadlock letter and are copied below for your convenience.
Upon receiving your letter our Customer Relations will forward your complaint and all relevant material to our legal department who will issue you with a deadlock letter.
Alternatively if you have followed the Complaint procedure as set out above in its entirety and more than EIGHT WEEKS has passed since you first made your complaint then please contact Ombudsman Services: Communications directly.
By Mail:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
By phone: 0330 440 1614
By Email: osenquiries@os-communications.org
You may also visit their website at https://ombudsman-services.org/about-us/governance
Please note that none of the above in any way limits your right to seek independent legal advice
Further information
Where we alter this COP we will post it on our website at www.vectonemobile.co.uk Because each version of the COP carries a version number and/or date on the top right hand corner of the document you will always be able to tell whether a newer version is in existence
For further information regarding this COP including how you may obtain a copy of the COP in alternative formats including large print, other available languages, and audio versions, please contact us and we will endeavour to assist you.