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 can you expect after you have made a complaint?
We will do everything we can to assist you with your current situation ensure, where possible, that your complaint is resolved to your satisfaction.
If you call us, our team will take all of the details of your complaint. We’ll consider all the points you raise, along with any details we find, and seek to resolve the problem while you’re on the line. If your complaint requires technical fixes, we’ll handle this for you or escalate as necessary. We’ll also tell you how long we expect a resolution to take, and will log a complaint ticket so you can be kept informed!
We’ll do all we can to resolve your complaint as soon as possible. If your complaint is urgent, for example, if you’re experiencing a loss of service, we’ll prioritize as appropriate and escalate your complaint.
We will acknowledge any written complaints within 1 business day and aim to resolve any complaints within 5 working days.
Unhappy with our response?
We hope to resolve every complaint quickly and to your satisfaction. If, for any reason, you’re not fully satisfied with our response, please let us know and tell us where you think further attention is needed. We’ll then review your complaint, and our response, and get a second opinion.
We’ll let you know if anything else can be done to resolve your complaint and tell you how long it’s expected to take. We’ll keep you informed of our progress and any changes via 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.
Responsibility For Our Complaints Code
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
