Code of Practice for Customer Complaints and Dispute Resolution
Triangle Telecom is committed to providing the very best telecommunications service. Despite our best efforts, things can go wrong. When they do, we want to know so we can put them right as quickly as possible.
Our aim is to solve any problem to your complete satisfaction, and our customer service advisers will try to do this as quickly as possible. If this is not possible, we will agree a course of action with you. If you are not happy with the way we have handled your complaint, please ask to speak to the manager. He or she will review your complaint and will work with you to try and sort out the problem. We will settle most complaints by this stage but, if this is not the case, we will explain our final position. In some circumstances we may send you a ‘deadlock’ letter. If we send a deadlock letter, this means that there is nothing more we can do. Contact details for making a complaint are listed below.
| Contact details | Triangle Telecom Ltd
6 Hill Road Clevedon BS21 7NE Tel: 01275 871122, Fax 01275 871144 Customer Service Email: support@triangletelecom.co.uk |
| Contract details | Our Terms and Conditions are on our website www.triangletelecom.co.uk |
| Complaint handling procedure | In the first instance please contact Customer Services on 01275 871122, email support@triangletelecom.co.uk or write to us at the above address.
If they are unable to resolve the complaint please ask to speak to a Manager. We aim to resolve your complaint within 10 working days of you bringing it to our attention. We will keep you updated throughout the progress of the complaint, at regular and agreed intervals. |
| Alternative dispute resolution procedure | If you receive a letter from us saying your complaint has reached deadlock or, if it is 8 weeks since you made a complaint to Triangle Telecom you may make a complaint through Otelo, The Ombudsman Service. This is an independent free service for consumers. Their contact details are as follows:-
Otelo PO box 730 Warrington WA4 6WU Tel: 0330 440 1614 or 01925 430 049 Email: enquiries@otelo.org.uk Website: http://www.otelo.org.uk |