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Customer feedback

Customer feedback

Customer Complaints Code 

At italk we take our responsibility to provide you with the service you want, 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 

If you have an issue 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] 

If you are not satisfied with the handling of an issue or if your complaint cannot be dealt with in the first instance, then please write to our address at the top of the page or send an email to Customer Care at [email protected] We will aim to respond to you within 10 working days, but sometimes we may need longer if we require further information. 

If after contacting us with your complaint, you are not happy with the response then let us know, and we will have someone more senior assess the issue. If this does not work out we will send this to our Customer Care Team who will endeavour to settle your dispute at this stage. If we cannot resolve at this stage then we will explain our final position. Occasionally we may have to send you a letter titled ‘deadlock letter’, which means there is nothing more that we can do for you at this stage. We aim to resolve all complaints within 8 weeks.

If you want a friend of 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.

Contacting us: 
Tel: 0333 210 4290 
Post: Customer Care Manager, Unit 6, Gemini Business Centre, 136-140 Old Shoreham Road, Hove, East Sussex, BN3 7BD
Email: [email protected] 
Web: www.italktelecom.co.uk 

Alternative Dispute Resolution Details 

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: 

CISAS 
Tel: 020 7520 3827 
Post: CISAS 70 Fleet Street London EC4Y 1EU 
Email: [email protected] 
Fax: 020 7520 3829 
Web: www.cedr.com/cisas/

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 chose to enquire through this portal.


Ofcom 

This Code of Practice Regarding Complaint Handling and Dispute Resolution for Domestic Customers have been approved by Ofcom. Ofcom is the independent regulator and competition authority for the UK communications industries.

Tel: 0207 981 3040 
Post: Ofcom Riverside House 2a Southwark Bridge Road, London SE1 9HA 
Web: www.ofcom.org.uk