Complaints Procedure

Compare The Networks understand the importance of a high level of service but we also appreciate things don’t always work out the way you wish. All complaints are taken very seriously and we pride ourselves on dealing with complaints with the importance you deserve.

How Is a Complaint Raised?

A complaint can be raised through the following channels:

• Phone: 01743 598025
• Email: complaints@comparethenetworks.com
• Post: Customer Services, Compare The Networks, Suite 2 Haughmond View, Shrewsbury Business Park, Shrewsbury, Shropshire, England, SY2 6LG

What Do You Need?

Before we can begin to investigate your complaint, we will require specific information from you:

• Your name and account number
• Mobile phone number and email address
• A summary of your issue — the more detail the better

What Happens After Initial Contact?

Compare The Networks will investigate all issues and will try to find a resolution within a promised time scale. If any delays occur, we will contact you to let you know.

In the unlikely event that your complaint will not be settled, you have the right to take the complaint to an alternative dispute resolution scheme, subject to their eligibility criteria.

We will supply you with the relevant details within 7 working days once requested.

Our Investigation Procedure

Once we receive your complaint we will log it on our “ticket” system and you will be allocated a unique ticket number. A complaints handler will then thoroughly investigate your complaint by considering the information you have provided and all relevant information.

Sometimes, if possible, we will respond to your complaint straight away. Depending on the nature of your complaint, we will always try to resolve the matter within 2 weeks if an instant response isn’t possible. Some complaints, however, may take longer to resolve depending on their nature and the complexity of the issues or where we require information from third parties.

Once we have investigated your complaint we will notify you of the outcome. You can request a “notification of outcome” email or letter if we have discussed the outcome with you over the telephone. At this stage we will also tell you that if we do not hear from you within 28 days, we will infer that the complaint has been resolved to your satisfaction.

Stage 2 — Escalation

If you are not satisfied with the complaint handler’s response you can ask the same person to reconsider the complaint and at that stage, you should provide any further information that is relevant. Once the complaint handler has revisited your complaint you will be provided with a stage 2 notification of outcome. You can ask to be notified by email or letter.

Final Stage — Senior Review

If you are not satisfied by the stage 2 response you can ask for your complaint to be escalated to the final stage. At the final stage, your complaint will be reviewed by a senior complaints handler who will be different to the individual who first investigated your complaint. Where possible, we aim to complete the review within 1 week although it may take longer depending upon the amount of information to be considered.

Alternative Dispute Resolution (ADR)

If, after 8 weeks of notifying us of your complaint, it has not been resolved or we cannot agree on a resolution and even if we are still investigating your complaint, you will be issued with an “ADR letter”. Once received or if we have informed you that we will not be taking any further steps to investigate your complaint, customers with no more than 10 employees (small business customers) may escalate the complaint to the Ombudsman Service’s dispute resolution scheme. The Ombudsman takes an impartial look at the complaint, requests statements from both parties, and then issues a binding decision based on the information received.

You can contact Ombudsman Services (Communications) by either:

• Calling: 0330 440 1614 (Mon–Fri 9am–5pm)
• Emailing: osenquiries@os-communications.org
• Writing: Ombudsman Services: Communications, PO Box 730, Warrington WA4 6WU

You must contact the Ombudsman within 12 months of receiving your complaint. The Ombudsman will aim to resolve a case within 12 weeks of hearing from both parties involved.

Nothing in this complaints procedure prevents Xtra Phones UK Ltd from seeking a legal remedy through the courts at any time.