Customer Complaints Code
Introduction
This Complaints Code applies only to domestic and small business customers (businesses with less than 10 employees). It provides you with information about how to direct your complaint to us and explains how we handle your complaint at different levels once received. At Opus Broadband, we take every complaint very seriously and will do our best to resolve any complaint to your satisfaction, as quickly and as effectively as we can. Your complaints give us a chance to put things right and help us improve our service to other customers in the future.
1. How Do I Make a Complaint?
Our trained customer service team are dedicated to resolving customer complaints quickly and efficiently and they should be your first point of contact.
You can contact our customer service advisors by calling is on 01282 214000.
Our lines are open Monday-Friday 9am-8pm, Saturday 9am-6pm and Sunday 10:30am-4.30pm and are charged at the standard geographic rate.
We will do our best to resolve any issues you have there and then.
You can contact our customer service advisors by calling is on 01282 214000.
Our lines are open Monday-Friday 9am-8pm, Saturday 9am-6pm and Sunday 10:30am-4.30pm and are charged at the standard geographic rate.
We will do our best to resolve any issues you have there and then.
2. How Can I Take the Matter Further?
If you don’t feel that your complaint has been resolved to your reasonable satisfaction after talking with our customer service team, you can escalate your compliant to a team manager. If one is available, it may be possible to live transfer your call to them to resolve your complaint. If this is not possible, you will be offered (or can request) a call back from one of our team managers within 24-48 hours. If the team manager is unable to resolve your complaint to your satisfaction, you can submit your complaint to our Complaints Department.
Alternatively, you can also submit a complaint by post sent to the following address:
Opus Broadband Complaints Department, Time Technology Park, Blackburn Road, Simonstone, Lancashire BB12 7TW.
We aim to acknowledge emailed complaints within 3 working days and to resolve all complaints to your reasonable satisfaction within 10 working days of receipt.
Email complaints should be sent to complaintsdept@opusbroadband.net
Alternatively, you can also submit a complaint by post sent to the following address:
Opus Broadband Complaints Department, Time Technology Park, Blackburn Road, Simonstone, Lancashire BB12 7TW.
We aim to acknowledge emailed complaints within 3 working days and to resolve all complaints to your reasonable satisfaction within 10 working days of receipt.
3. What Information Do I Need to Include?
In enable us to resolve your compliant as quickly as possible and to your reasonable satisfaction, please ensure that your compliant contains the following information (where applicable):
- full name
- address
- telephone number
- customer reference/account number.
- the nature of the problem and/or the reason for your complaint, including any supporting evidence that may be relevant to your complaint
- the date the problem first occurred;
- the names of any company representatives/team managers you may have dealt with previously; and
4. Alternative Dispute Resolution (ADR) Scheme
If our Complaints Department cannot resolve your complaint to your satisfaction, you may refer your complaint to the Communications Ombudsman, the ADR scheme provider subscribed to by Opus Broadband. Communications Ombudsman provide free and independent adjudication of complaints that are not able to resolved to our customers’ reasonable satisfaction.
Communications Ombudsman will only accept complaints if eight weeks have elapsed since you first made your complaint to us or if we are unable to resolve your compliant within the eight week period and have issued you with a ‘deadlock’ letter. ‘Deadlock’ letters can be requested from our Complaints Department (see contact details above).
Communications Ombudsman will only accept complaints if eight weeks have elapsed since you first made your complaint to us or if we are unable to resolve your compliant within the eight week period and have issued you with a ‘deadlock’ letter. ‘Deadlock’ letters can be requested from our Complaints Department (see contact details above).
For full details of the ADR scheme and how to apply to Communications Ombudsman for resolution of your complaint, please visit https://www.commsombudsman.org or use the contact details listed below.
Post: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
Email: enquiry@commsombudsman.org
Telephone: 0330 440 1614
Text Phone: 0330 440 1600
5. Who Else Can I Contact?
You may also find the following addresses useful:
OFCOM Post: Office of Communications, Riverside House, 2a Southwark Bridge Road, London SE1 9HA
Email: contact@ofcom.org.uk
Telephone: 020 7981 3040 or 0300 123 3333
Website: www.ofcom.org.uk
Information regarding OFCOM’s General Conditions can be found here
6. For Customers Who May Need Extra Assistance
We want all of our customers to be able to contact us easily. If your circumstances mean you are unable to raise a complaint to us yourself, you can nominate someone to contact us on your behalf. When they contact us, we will get in touch with you to verify you are happy with this.