Our aim is to provide a high level of service at all times however things don’t always go according to plan. We take pride in the service that we provide to our customers and complaints are treated as a matter of urgency. If you are not satisfied with any aspect of the service we provide, please follow this process in order to make a formal complaint.
How is a complaint raised?
A complaint can be made through any of the following channels:
Should you wish to escalate your complaint directly to the management team please use email@example.com
What is needed from you?
In order to to investigate your complaint we will need the following information:
What will happen next?
Onecom will acknowledge your complaint immediately over the phone, or within twenty-four working hours of receipt (responses provided by post may take longer). Your complaint will be treated as a priority.
In the unlikely event that we are unable to achieve a satisfactory resolution to your complaint, you have the right to take your complaint to an alternative dispute resolution scheme, subject to their eligibility criteria. We have an 8-week period within which to agree a resolution, unless both parties agree we are at deadlock before this time period elapses.
We are a member of Cisas, here are their contact details:
0207 520 3814 | firstname.lastname@example.org | 70 Fleet Street, London, EC4Y 1EU
Onecom is committed to providing the highest possible service to all customers and to this end our complaints procedure is regularly reviewed.
For Personal Data (GDPR) related complaints, click here