Technology Box Code of Practice
Handling Complaints and Disputes
Technology Box supplies communication services to business customers. While the service we provide often include elements not directly supplied by us (for example telephone lines) we take responsibility for the services delivered to you from our suppliers. We therefore work with our suppliers to ensure that any problem with their services is resolved quickly. We are 100% committed to ensuring that our customers are happy with the service that they receive from us. However we do understand that despite our expertise and efforts, things can go wrong. We take complaints very seriously and aim to resolve them speedily.
If you have a complaint about any of our services, please contact our Support Team using one of the following:
Phone – 0333 2407590
Email – firstname.lastname@example.org
Letter – Technology Box, 3rd Floor, Rock House, Hastings, TN34 1HL
Our advisors will ask you about your complaint and seek to resolve the problem. Written complaints will be acknowledged and you will be provided with a reference number and a point of contact. We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but depending on the nature of the issue, this isn’t possible in all cases. If you are not satisfied with progress you can ask your point of contact to escalate the matter to their manager, and ultimately to our Business Director. If we cannot resolve the problem, we will write to let you know.
If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from Ombudsman Services at the following address:
Ombudsman Services is a free independent dispute resolution service approved by Ofcom. The job of Ombudsman Services is to sort out disputes between communications providers and their customers, investigating complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action needed to put things right.
If at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to Ombudsman Services (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.
This document will be reviewed on 19/09/2017