We value your feedback and we're always looking for ways to improve our service. Find out what to do if you’re not happy with our service.
We recommend you contact the person who dealt with your dispute or their manager, who will attempt to resolve any problems for you on-the-spot.
If you’ve been unable to resolve things with the member of staff concerned or their manager, our service complaints procedure is here to help.
At Communications Ombudsman we work hard to maintain high standards of service for you. If you’re unhappy with our service, we want to hear from you so that we can understand where things went wrong and what we can do to put things right as quickly as possible.
We value your feedback and we want to learn to continuously improve our service.
This page helps to explain our complaints procedure and sets out what you can expect from us if you raise a complaint.
We recommend you contact the person who dealt with your complaint or their manager initially. They’ll try to resolve any problems for you during this initial stage.
If you’ve been unable to resolve things with the member of staff concerned or their manager, our service complaints procedure is here to help.
Complaints that we can investigate
Under our complaints procedure we can investigate complaints that involve allegations of poor service or performance, for example where we’ve:
Complaints that we can’t investigate
Our complaints procedure doesn’t cover:
First stage
The Customer Relations team will review your concerns and send an acknowledgement within 24 working hours explaining which area of our business is best placed to address your concerns.
The Leader of that area will assign an individual to respond, ideally within 24 working hours. If the issue is complex, they may need additional time to investigate but they will contact you to agree timescales.
Second Stage
If no resolution can be agreed at the first stage, the customer can escalate their complaint to a leader, senior leader or in some cases to a senior complaint executive in the Customer Relations team to issue a final response. This will depend on the nature of the complaint and the customer’s individual circumstances.
The second stage of the process ends our complaints procedure and if you’re still unhappy, you may refer your complaint to the Independent Assessor. Our final response will explain how to do this.
The role of the Independent Assessor is to look at how we’ve handled your complaint.
It’s not the role of the Independent Assessor to:
Our executive team and members of the Board aren’t part of our complaints procedure, so any complaints addressed to them will be managed in line with our complaints procedure.
We appreciate that consumers may have cause to complain about our service on more than one occasion, particularly where we have a continuing relationship. We’ll always ensure that we consider service complaints fairly and in line with our procedure.
However, there may be occasions when the number or nature of service complaints raised by a particular consumer affects our ability to deal with that complaint, or with the complaints of other people. We may restrict consumers from using the formal complaints procedure in exceptional cases.
Online: To make a service complaint online click here and select "Complain about your service".
Email: customer-relations@trustalliancegroup.org
Post:
Communications Ombudsman
3300 Daresbury Park
Warrington
WA4 4HS
Please be polite to our colleagues
We understand that complaints can be unsettling and customers who contact us may be angry or upset. We will always do our best to help.
We also have a duty of care to our employees and ask that users of our service are polite to our colleagues. We will not tolerate abuse of our people.
All consumers are encouraged to read our Working Together page before registering their dispute.
Ready to raise your dispute with us?