We like to think we get it right all the time, every time but the truth of it is everyone
gets it wrong from time to time. We can only improve on our services with valid feedback
from you, our customers.
What happens when I make a complaint?
We’re here to help, and we’ll do everything we can to sort out any problems quickly and fairly.
If you call us, our team will listen carefully, take down all the details, and do our best to resolve things while you’re on the line. If the issue needs technical work, we’ll either fix it for you or pass it straight to the right team. We’ll also let you know how long it should take and create a ticket so you can stay updated.
We aim to resolve complaints as soon as possible. If your issue is urgent – for example, if you’ve lost service – we’ll treat it as a priority and escalate it right away.
For written complaints, we’ll acknowledge your message within one business day and aim to have everything resolved within five working days.
I am unhappy with your response?
We always aim to resolve complaints quickly and in a way that feels right for you. If you’re not fully satisfied with our response, just let us know and share what you feel still needs attention.
We’ll take another look at your complaint, review our response, and, if needed, get a fresh perspective from another team member. We’ll let you know what further steps can be taken, how long they’re likely to take, and keep you updated every step of the way through your complaint ticket
Alternative Dispute Resolution
If your complaint relates to any of your services with us or our complaints handling process, and we haven’t resolved your complaint within 8 weeks you can escalate your issue to Trading Standards – you can view their website here
Complaints Relating To Transferring Your Number To Us
If we‘ve agreed to transfer your telephone number to us, and are late in doing so by more than one business day after the date that you were informed that the transfer would take place (or any revised date that you were informed of), you may claim compensation for that delay.
Compensation will be calculated on the basis of the daily charge for your telephony service for each day that the transfer of your number is delayed. Claiming compensation in this way will not affect any other rights you have. You may make a claim for compensation by contacting us in one of the ways set out in this Code. We will credit this to your account as soon as possible.
Who is responsible for your complaints code of practice?
OctaWeb Limited has responsibility for all of our team complying with the Code. Our designated person responsible for ensuring both ourselves and our team observe the Code is:
K Morton
Compliance Lead
Telephone: 0330 223 6106
Email: legal@octaweb.co.uk
