Customer Complaints Code
We always aim to provide our consumer and business customers with outstanding service, reliability and the best value for money. However, from time to time we recognise that issues may arise that need satisfactory resolution. We commit to resolving such issues in an efficient and timely manner. The following information advices you on how to contact us in the event that you have a complaint.
Stage 1 - How to contact us
If you are unhappy with any of our products, services or our customer service team, you may send your complaint to us in writing to:
Customer Service Department
1 Maunsell Road
St Leonards on Sea
East Sussex TN38 9NL
Alternatively you may raise a complaint via email to firstname.lastname@example.org . You will receive a written acknowledgement from us within 10 working days upon receipt of your correspondence.
Stage 2 – How we handle your complaint
On receipt of your complaint, a complaints manager will be assigned to your case. The complaints manager will thoroughly investigate any raised issues and reply to you in writing with a proposed course of action.
Stage 3 – If you are not satisfied
If you are not satisfied with the proposed course of action, you should request that your complaint is referred to the Director responsible for Customer Service. You will receive a further written response from this Director within 10 working days.
Stage 4 – If you are still unhappy
If you are still unsatisfied with the proposed plan of action, you may request that your complaint is escalated to our Managing Director. You will receive a further written response within 10 working days.
Stage 5 – Further action to resolve your dispute
The final stage of the complaints process enables you to contact Otelo, the Independent Ombudsman and our alternative dispute resolution service (ADR). Please be aware that Otelo can only help you if you have followed our complaints procedure and given us adequate opportunity to resolve any issues.
If, after eight weeks the complaint has not been resolved or Beaming issues a letter saying that the issue has reached deadlock, then the complaint may be referred to Otelo. You may at any time, if unsatisfied with the progress of your complaint, seek to be referred to Otelo by asking Beaming to issue a deadlock letter, but if we believe we will shortly resolve your complaint and are taking active steps to do so, we may refuse. Otelo’s contact details are to be found at http://www.otelo.org.uk. Otelo is an independent approved dispute resolution service and is empowered to resolve customer disputes; we are committed to this process. Otelo is approved by the communications regulator Ofcom.
If you require further information on the role of Ofcom, please visit http://www.ofcom.org.uk .If you wish a copy of this information to be sent to you, then please contact us on 0800 082 2868.