Customer Complaints Code
At italk, we take our responsibility to provide you with the service you expect and the products you need, very seriously. However, things can, and do, go wrong from time to time.
If you are not happy about something, or you have a concern to do with your italk service or bills, this document will tell you what to do.
If there is something you are not happy with
Call: 0333 210 4290
Email: [email protected]
If you have a complaint, then the best thing to do is to help us help you - contact our Customer Care team by calling 0333 210 4290. We aim to resolve issues as quickly and as fairly as we can. Alternatively, you can email [email protected] We will always, in the first instance, try to call you to talk through your concern.
If you are still not satisfied or if your complaint cannot be dealt with in the first instance, then we will pass this onto someone more senior to look at. We will aim to respond to you within 5 working days, but sometimes we may need longer if we require further information. Alternatively, you can write to us at the address below, but please be aware that this way, can take longer for us to receive and action.
If this does not give you a satisfied resolution, we will send this to our dedicated Senior Team who will endeavour to settle your complaint at this stage. Once you confirm that you are happy with our response, or if we have not heard from you in 28 days, we will close your complaint.
If you want a friend or family member to speak to us about a concern on your behalf, we will need you to call us and authorise them. This is to ensure that your details that we hold on file are kept safe and secure.
We would always want you to feel like you can speak to us about anything, and we always want to get to the bottom of the matter. Sometimes we need to explain things a bit better, so we appreciate if you do contact us first to explain what the matter is.
We will always try to solve your issue in the first instance and will usually call you first. Please make sure
you keep us updated with your up to date contact numbers.
If you are not happy with our resolution, we will make sure someone more senior can take over this, at this
stage. We would ask you to give us the chance to put this right.
If you are not happy we will escalate this to a member of our senior team. They will be able to investigate
further and come back to you with their findings.
Call us on: 0333 210 4290
Email us at: [email protected]
Write to us at: Gemini Business Centre, 136-140 Old Shoreham Road, Hove, East Sussex, BN3 7BD
(please bear in mind that this method can take longer to reach us and is not the quickest way to tell us of your complaint)
If you are not happy with our final resolution and it has been 8 weeks since you raised this with us, you may pass your complaint onto our Alternative Dispute Resolution scheme.
If we either reach deadlock, or we are unable to resolve your complaint to your satisfaction within 8 weeks of your complaint first being raised then, providing you have followed our above complaints procedure, it can be referred to CISAS for independent dispute resolution. CISAS is an independent organisation, who will consider the issue in a fair and unbiased manner. Use of the scheme is free of charge for any complainant. Please note that they require any complaint or issue to first be made with us, and at least 8 weeks must pass from the date the complaint is first lodged.
Their contact details are as below:
Tel: 020 7520 3827
Post: CISAS 70 Fleet Street London EC4Y 1EU
Email: [email protected]
Fax: 020 7520 3829
We also need to let you know that you can also use the Online Dispute Resolution (ODR) platform found at www.ec.europa.eu/odr. The ODR is a centralised, international platform that can help consumers find out which independent Alternative Dispute Resolution provider is appropriate for them. The contact details for CISAS will be found through the ODR should you choose to enquire through this portal.