Signal Telecom Landline & Broadband Complaints Procedure

 

We understand that things can sometimes go wrong and in recognition of that, we have produced a 5 stage complaints procedure:

 

Stage One

Any customer complaints relating to our service should be made in the first instance to our Customer Service Department, who will make all reasonable endeavours to resolve any complaints raised. Complaints can be raised by telephoning 01748 835599, emailing complaints@signaltelecom.co.uk or by writing to Customer Services, Signal Telecom,  10 Bailey Court, Colburn Business Park, Catterick Garrison, North Yorkshire, DL9 4QL.

What can you expect once you’ve registered your Signal Telecom complaint?

In the first instance, our customer service team will make all reasonable endeavours to resolve any complaints raised. If they’re unable to bring your Signal Telecom complaint to a satisfactory conclusion, the complaint can then be escalated as appropriate to Stage 2.

 

Stage Two

If you remain dissatisfied with the resolution offered by customer services, you can request that the complaint is escalated by telephoning 01748 835599 and asking for the escalation team, , emailing complaints@signaltelecom.co.uk  or by writing to The Escalation Team, Signal Telecom,  10 Bailey Court, Colburn Business Park, Catterick Garrison, North Yorkshire, DL9 4QL.

 

Stage Three

Any unresolved complaint will be transferred to the Customer Resolution Department, who will conduct a detailed investigation of the complaint and provide a formal written response to the customer within 28 days of the complaint being transferred to the Customer Resolution Department. This process may include speaking to the customer to document the course of events that led to the complaint and request any documentary evidence from the customer or third parties, to assist the Customer Resolution Department with their investigation. The Customer Resolution Department can be contacted by telephoning 01748 835599, emailing complaints@signaltelecom.co.uk or by writing to The Customer Resolution Team, Signal Telecom,  10 Bailey Court, Colburn Business Park, Catterick Garrison, North Yorkshire, DL9 4QL.

 

Stage Four

If you are unhappy with the outcome of the investigation by the Customer Resolution Department, you should write to the Customer Resolution Manager who will review your account and aim to provide a satisfactory resolution.

 

Stage Five

If you consider we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a deadlock letter from us, you may make a complaint to Ombudsman Services: Communications, of which Signal Telecom is a member company. The Ombudsman Services: Communications is an independent alternative dispute resolution scheme, whose contact details are as follows:

Address: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU
Telephone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
Email: enquiries@os-communications.org
Website: www.os-communications.org/

 

Signal Telecom aims to resolve all complaints to the satisfaction of the customer. This must be balanced against an obligation to any staff member concerned and to the commercial reality of the customer’s contractual obligations. Compensation will be considered where appropriate, if genuine fault can be established.

Signal Telecom also comply with the Ofcom General Conditions. Sales activity is covered by General Condition 22 which can be found here and General Condition 23 which can be found here.