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18185 Complaint Code - Annual

Finarea SA
Viale Carlo Cattaneo 1
Lugano
Switzerland
www.18185.co.uk

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:

  • how you can complain
  • what we'll do and when
  • what you can do if you're still not happy

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:
We are committed to giving you the highest quality of service, even so, things can go wrong.
When they do, we want to know so we can put them right as quickly as we can. Here are the ways you can complain to us:

Online
Go to www.18185.co.uk and click on 'Contact'. This way, you won't have to write, print or post a letter to us, and we can handle your complaint sooner.

By phone
If you're a residential customer and your complaint is about sales, a bill or general matters, call us on 02034147567 (local rate + network extras).

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.

By letter
It takes longer to reply by letter but, if you prefer to write, please send your letter to the appropriate address below. Make sure you include the account number and telephone number of the service you're complaining about.
If you're a residential customer, write to:
Finarea SA
Viale Carlo Cattaneo 1
Lugano
Switzerland

If you're a small business customer, write to:
Finarea SA
Viale Carlo Cattaneo 1
Lugano
Switzerland

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.
Ombudsman Services: Communications can't deal with complaints about commercial policy (such as, for example, our prices). Nor can it deal with complaints from businesses with more than ten employees.

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:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614, 01925 430049 or 0845 050 1614
Fax: 0330 440 1615 or 01925 430059
Textphone: 0845 051 1513 or 0330 440 1600
Email: enquiries@os-communications.org
Website: www.ombudsman-services.org/communications.html

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