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18185 Complaint Code - Annual
18185 customer complaints code
As hard as we try, we might not always get it right. This customer complaints code gives you clear and useful information about what you can do if you're not happy. It tells you:
Hard copies are available and free on request. Make sure you include the account number and or telephone number of the service you're complaining about and the UK address you would like the code sent to.
The information provided in this code is not contractual and is in addition to any other rights you may have under the terms and conditions that apply when we supply services and equipment to you. You can find these terms at www.18185.co.uk/termsconditions.php.
If you're not happy with the service we've given you
How you can complain:
If you are reporting a fault, call us on 02034147567 (local rate + network extras).
If you'd like to speak to someone about a complaint associated with a fault that is yet resolved, call us on 02034147567 (local rate + network extras) between 8am and 6pm Monday to Friday.
If you're a small business customer with ten or less employees and your complaint is about sales or services, call us on 02034147567 (local rate + network extras) between 8am and 6pm Monday to Friday.
If your complaint is about a bill, call us on 02034147567 (local rate + network extras) between 8am and 6pm Monday to Friday.
If your complaint is about repairing a fault, call us on 02034147567 (local rate + network extras) between 8am and 6pm Monday to Friday.
We'll normally get back to you by email.
What we'll do and when
Our aim is to solve any problem to your complete satisfaction, and our customer service advisers will try to do this as quickly as possible, preferably during a phone call or email exchange. If we can't do this, we'll agree with you what we can do.
We aim to respond to a letter within ten working days, an email within ten working days and if we can't sort out your complaint when you phone us, we'll respond within ten working days.
We'll try to sort out your complaint on the spot but whatever happens, we'll respond and try to keep you regularly updated if it's going to take a while to check into things.
If an advisor can't sort out your complaint, we'll review it and escalate the complaint to an appropriate level within the company. We settle most complaints by this stage but, if not, we'll explain our final position. In some cases, we might send you a 'deadlock' letter. This means there's nothing more we can do.
What you can do if you're still not happy
If you're still not happy having followed the process explained above, and we've sent you a 'deadlock' letter or eight weeks have passed since you complained, you can refer your complaint to Ombudsman Services: Communications.
Ombudsman Services: Communications
Ombudsman Services: Communications provides a free independent service for customers who aren't satisfied with the final outcome of their complaints.
If you complain to Ombudsman Services: Communication, you must do so within six months of receiving your 'deadlock' letter. If we haven't sent you a 'deadlock' letter, you must contact Ombudsman Services: Communications within nine months of making your complaint to us.
You can contact Ombudsman Services: Communications at:
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