Customer Complaints Code

Customer Complaints Code

For more information please call us on 01622 238 448

Introduction:

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us.

However, despite our best efforts, things can go wrong.

When they do, we want to know so that we can put them right as soon as possible, and with as little disturbance to you and your business as possible.

This code of practice explains how to contact us and our procedures for resolving complaints about sales, billing, fault repair, or services. The code forms part of our Code of Practice. It is available on request from our Customer Service Helpdesk on 01622 23848 and from our website www.rtfnetworks.co.uk

If You Have a Complaint:

Please telephone our Customer Service Team or your Account Manager on 01622 238 448.

Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. If this is not possible, dependant on the nature of the complaint, we will agree a course of action with you and keep you updated as much as possible with regards to the outcome and resolution.

You may also send your complaint in writing to us at:
30 Turkey Court
Turkey Mill
Ashford Road
Maidstone
Kent
ME14 5PP

Or via e-mail enquiry at sales@rtfntworks.co.uk

During any discussions, we will protect the privacy of the information that we hold on you. We may have to ask you security questions to ensure we are speaking to the right person.

Taking Your Complaint Further:

If your complaint is not resolved to your satisfaction after this procedure, you can take it further with our company to the Operations Manager and ultimately to the Managing Director.

If we cannot resolve the problem, then we will write to you to say so. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Ombudsman Services Alternative Dispute Resolution Scheme which can be found at www.ombudsman-services.org/communication.html.

(please note that you will find us under our registered name of RTF Networks Limited)

Corporate Defamation

RTF Networks takes corporate defamation extremely seriously. Any suspected corporate defamation occurrence’s will be dealt with by our legal team. If you would like further information on this, please email cs@rtfnetworks.co.uk.

Useful Addresses:

Otelo, PO Box 730, Warrington, WA4 6WU
Tel: 0845 450 1614

Ofcom, Riverside House, 2A Southwark Bridge Road, London, SE1 9HA
Tel: 020 7981 3000

Federation of Communication Services Limited (FCS), Burnhill Business Centre, Burrell Row, Beckenham, Kent, BR3 1AT
Tel: 020 8249 6363
www.fcs.org.uk