Business Telco Complaints Procedure

Our aim is to provide a high level of service at all times; however, we recognise that occasionally things don’t always go according to plan. We take pride in the service that we provide to our customers, and any complaints raised are treated as a matter of urgency. If you are not satisfied with any aspect of the service we provide, please follow the process below to make a formal complaint.

How is a complaint raised?

A complaint can be made through any of the following channels:

Phone — 0333 577 3007 or Email — admin@businesstelco.co.uk

Post — Customer Services Department, Business Telco, 15 Main St Normanby,Scunthorpe. DN15 9HY

Website — You can submit a complaint via our online contact form.

Should you wish to escalate your complaint directly to the management team, please email: admin@businesstelco.co.uk

What is needed from you?

In order to investigate your complaint, we will need the following information:

Your name and account number

A contact number and email or postal address

A summary of the issue, including relevant details

Copies of any emails or letters relating to the complaint.If applicable, how you would like your complaint to be resolved.

What will happen next?

We will acknowledge your complaint within one week and aim to reach an agreeable resolution as soon as possible. In the unlikely event that we are unable to achieve a satisfactory resolution, you have the right to take your complaint to an alternative dispute resolution (ADR) scheme at no cost, subject to their eligibility criteria. We have an eight-week period within which to agree a resolution, unless both parties agree that a deadlock has been reached before this time period expires.

We are a member of CISAS. Their contact details are: Phone: 0207 520 3814 and Email: cisas@cedr.com Address: 70 Fleet Street, London, EC4Y 1EU