Best 4 Business Complaints Customer Complaints Procedure
Customer Complaints Procedure
What to do when you are not happy about our service;
Introduction
We are committed to providing our customers with an excellent level of service. However we recognise that we sometimes get it wrong, and when we do, we want you to tell us so that we can put things right as quickly and smoothly as possible. With this in mind, we have developed a Complaints Procedure which explains who you should contact and what do if you have a complaint about our company;
How to contact us
If you would like to make a complaint about our service, please call our Customer
Care line on 03333 66 33 33 and choose the appropriate department.
We are open 9am to 5.00pm Monday to Friday. If you would prefer to write to us instead, please address your letter to:
Best 4 Business Communications Ltd.
2235 – 2243 Coventry Road
Birmingham
B26 3NW
How we deal with your complaint
When you contact us, we will normally ask you to give us the following information in order to deal with your complaint as efficiently as possible:
• Company name and account number
• Name, contact phone number and postal address
• Nature of the complaint
You can give this information to us over the phone or in writing.
We will make every effort to resolve your complaint when you first contact us.
However this is not always possible and we may have to investigate your
complaint further. Whatever your complaint we will give you our initial response
to it no longer than 5 working days from when you notified us.
If you are not happy about the way in which your complaint has been handled,
you can call us and ask to speak to your Account Manager.
If after having contacted your Manager you are still not satisfied about the way we have dealt with your complaint, you should ask for your complaint to be reviewed by the Managing Director. We aim to resolve all complaints within 20 working days from when you notify us but more complex cases may take longer.
Taking further action
If we have not been able to resolve your complaint to your satisfaction within 40
working days from when you notified us, we will send you a letter confirming this.
This letter is normally referred to as a “deadlock letter” and confirms that there is
nothing more we can do with respect to your complaint.
When you have received the deadlock letter from us, you may wish to refer the
complaint to one of the following two organisations. The Ombudsman is
appropriate if you are a small business, while Ofcom should be contacted if you
are larger.
Office of Communications
The Office of Communications (Ofcom) is the body set up by the Government to
monitor and regulate telecommunications within the UK. Ofcom aims to provide
the best possible deal for customers in terms of quality, choice and value for
money. You will find the contact details for Ofcom on the last page of this leaflet.
Telecommunications Ombudsman
The Telecommunications Ombudsman is a free and independent service
that deals with complaints by residential and small business customers against
member telecommunications companies.
The Ombudsman Service Limited. Registered office: Wilderspool Park, Warrington, WA4 6HL. Registered in England & Wales. No. 4351294
Premium Rate Services
All Premium Rate Services (PRS) numbers and the associated Premium Rate
Service industry are regulated by the Independent Committee for the Supervision
of Standards of Telephone Information Services (ICSTIS). This means that if you
have a complaint about the way in which Premium Rate Service numbers are
advertised or managed, the type of service provided or the way in which
information received via a PRS number has been presented during the calls
concerned, ICSTIS will be pleased to hear from you. You will find the contact
details for ICSTIS on the last page of this leaflet. All calls to Premium Rate Service numbers are charged at a higher rate than normal local, regional and national calls.
Useful addresses and phone numbers
Office of Communications (Ofcom)
Riverside House,
2a Southwark Bridge Road
London
SE1 9HA
Phone: 0845 456 3000
Fax: 020 7981 3334
E-mail: contact@ofcom.org.uk
Website: www.ofcom.gov.uk
Office of the Telecommunications Ombudsman
The Ombudsman Service Limited. Registered office: Wilderspool Park, Warrington, WA4 6HL. Registered in England & Wales. No. 4351294
0330 440 1614
E-mail: enquiries@os-communications.org
Website: www.ombudsman-services.org
The Independent Committee for the Supervision of Standards
Telephone Information Services (ICSTIS)
4th Floor
Clove Building
4 Maguire Street
London SE1 2NQ
Phone: 020 7940 7474
Fax: 020 7940 7456
Email: secretariat@icstis.org.uk
Website: www.icstis.gov.uk
Ofcom Contact Centre
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