SwitchAid Complaints Code
At SwitchAid, we provide charitable organisations across the UK with mobile, landline and VoIP communications. We work hard to make sure that things run as smoothly as possible for our customers.
We take complaints very seriously and, if you’re not completely satisfied with the service you have received, we have a formal complaints procedure in place to ensure we address the problem as quickly and efficiently as possible.
If you are unhappy with any part of our service, please tell us. Your complaints give us a chance to put things right and an opportunity to improve our service to you and our customers in future. Our staff are highly trained and an important part of the training is identifying complaints. However, to avoid any delay or confusion it would be helpful to us if you would make it clear that you are making a complaint.
How to get in touch
Complaints can be logged with us by:Emailing – firstname.lastname@example.org
Writing/Letter – Building 8, Vance Business Centre, Team Valley, Gateshead, NE11 9NE
Any formal dispute concerning your contract with us, where you consider that we are in material breach of contract or where you wish to terminate the contract must be in writing and sent to us at our registered office by recorded delivery post or by courier in accordance with our standard terms and conditions.
Summary of Complaints Process
- Log the complaint in writing (either send recorded delivery to our registered office OR send via email to email@example.com)
- Supply evidence for your complaint
- Allow your enough time to investigate (30 working days from receipt of the complaint *excluding time awaiting addition information requested from end user and supplier)
- There will be a full assessment of the situation and resolution offered (if required)
If you are still unhappy with the response you are able to escalate this to the network directly and we will be able to provide them with all of our correspondence to aid them with their investigation.
Our Investigation procedure
Once we receive your complaint, we will log it on our ‘ticket’ system, and you will be allocated a unique ticket number. A complaints handler will then thoroughly investigate your complaint by considering the information you have provided and all relevant information.
Sometimes, if possible, we will respond to your complaint straightaway. Depending on the nature of your complaint, we will always try to resolve the matter within 30 working days if an instant response isn’t possible. Some complaints, however, may take longer to resolve depending on their nature and the complexity of the issues or where we require information from third parties.
Once we have investigated your complaint we will notify you of the outcome. You can request a ‘notification of outcome’ email or letter if we have discussed the outcome with you over the telephone. At this stage we will also tell you that if we do not hear from you within 28 days, we will infer that the complaint has been resolved to your satisfaction.
If you are not satisfied with the complaint handler’s response you can ask the same person to reconsider the complaint and at that stage you should provide any further information that is relevant. Once the complaint handler has revisited your complaint you will be provided with a stage 2 notification of outcome. You can ask to be notified by email or letter.
If you are not satisfied by the stage 2 response you can ask for your complaint to be escalated to the final stage. At the final stage your complaint will be reviewed by a senior complaints handler who will be different to the individual who first investigated your complaint. Where possible, we aim to complete the review within 1 week although it may take longer depending upon the amount of information to be considered.
If, after the final stage of your complaint review has been complete, and it has not been resolved or we cannot agree on a resolution and even if we are still investigating your complaint, you will be issued with an ‘ADR letter’. Once received or if we have informed you that we will not be taking any further steps to investigate your complaint, customers with no more than 10 employees (small business customers) may escalate the complaint to the Ombudsman Service’s dispute resolution scheme. The Ombudsman takes an impartial look at the complaint, requests statements from both parties and then issues a binding decision based on the information received.
You can contact Ombudsman Services (communications) by either:
Calling – 0330 440 1614 (Mon-Fri 9am-5pm)
Emailing – firstname.lastname@example.org
Writing/letter – Ombudsman Services: Communications, PO Box 730, Warrington WA4 6WU
You must contact the Ombudsman within 12 months of receiving your complaint. The Ombudsman will aim to resolve a case within 12 weeks of hearing from both parties involved.
Nothing in this complaints procedure prevents SwitchAid from seeking a legal remedy through the courts at any time.