Customer Complaints Code

CUSTOMER COMPLAINTS CODE

 

At Mann Telecom we are committed to providing you with outstanding customer service. However sometimes things can go wrong and you may wish to raise a complain so that the issue can be resolved.

 

How to raise a complaint

 

In the first instance you should contact Mann Telecom on 01788 226 210 .

 

The representative you speak to will be happy to take the details of your issues and handle your enquiry with the intent of providing a resolution to the matter as quickly as possible. To help us get to a solution quicker, please ensure that you have the following information ready when you call:

 

  • Your Account Number
  • A contact telephone number, so we can call you during working hours
  • As much detail as you can provide about the issue to help us understand more about the issue
  • What you feel we can do to fairly resolve the matter

 

In the majority of cases we have found we can resolve your complaint first time and to your satisfaction.

 

If you remain unhappy with the resolution being offered, then you can request that the matter is escalated. A member of the Management Team will review the situation and make contact with you within 24 hours to discuss if anything further can be done to resolve your complaint.

 

Executive Resolutions Team

 

On those occasions where a manager is unable to resolve things to your satisfaction, or if 8 weeks has passed since your initial complaint – then, we will provide you with a letter or email of ‘deadlock’ outlining our final position. Subject to eligibility, we will provide you the details of our Ombudsman Service.

 

Ombudsman Services: Communications

 

Ombudsman Services: Communications provides an independent service to domestic or small business customers who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within 12 months of receipt of a deadlock letter or email.

 

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

 

Phone: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600
Email: osenquiries@os-communications.org
Website: www.ombudsman-services.org/communications.html

 

Ofcom

 

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.

 

 

 

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