Universal Telecom Limited is committed to providing all of our customers with the highest level of telephone service but at competitive wholesale prices.
However, in the unlikely event that you experience any problems, we would like you to inform us, so that we can attempt to resolve it quickly and efficiently.
1.CONTACT DETAILS
We can be contacted at:
Phoenix House
Desborough Park Road
High Wycombe
Buckinghamshire
HP12 3BQ
Customer Services can be contacted on 0800 652 3111.
Or you can email our Customer Services Team at: customerservices@universalgroup.net
Visit our web site at: www.universalgroup.net
2. CUSTOMER SERVICES
We will use our best endeavours to deal with all complaints fully and fairly, and in a reasonable time scale. (It is our aim that complaints will proceed through the internal system within 12 weeks of the first complaint.) It may be necessary, in some circumstances, for us to respond by telephone. However, should you require a response in writing, please ask.
In the unlikely event that you have cause for complaint about any level of our service please follow the procedure below:
2.1. STEP 1: Contact the Customer Services Team
The team will investigate your complaint and work to resolve any issues.
2.2. STEP 2: Contact Customer Service Manger
If you feel that your complaint has not been adequately resolved you can ask for the matter to be escalated and referred to a customer service manager. He will review your case and attempt to resolve any issues. Should the matter not be resolved, a formal written complaint should be made. Calls to Universal Telecom may be recorded for monitoring and training purposes.
2.3. STEP 3: Arbitration
Universal Telecom believes that it is in everyone’s interest to attempt to resolve disputes without 3rd party assistance. However, if the above procedure has been followed without resolution you may refer your complaint to our arbitration service, CISAS. However, this cannot be done until 12 weeks after an initial complaint has been lodged, or until a deadlock letter has been issued by Universal Telecom. We can provide you with full details of these services. CISAS can only deal with complaints from small business customers, i.e. a business employing fewer than 10 people. Complaints to CISAS must be made within 6 months of reaching deadlock or, if deadlock is not agreed, within 9 months of making your complaint to Universal Telecom.
2.4.STEP 4: OFCOM
If your complaint has not been handled in line with Universal Telecom complaints process or arbitration process, please contact Ofcom who will review the matter. However, Ofcom CANNOT alter or review CISAS’s decisions.
For more details of Ofcom’s role please refer to their web site.
2.5.STEP 5: Court action
Should all other methods of attempting to resolve the issues fail, court action can be started.
3.OBTAINING A COPY OF THIS CODE.
A copy of this code is published on our web site or alternatively is available on request to any of our customers (free of charge). Alternative formats including Braille are available on request.
4.CONTACT DETAILS OF RELATED ORGANISATIONS
Ofcom
Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel:0845 456 300
Website:www.ofcom.org.uk
CISAS
C/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP
Tel:02074217432
E-mail:kkorubo@arbitrators.org
Website:www.arbitrators.org/cisas
5. ADDITIONAL INFORMATION
This code has been approved by Ofcom for the purpose of section 2 Communications Act 2003.
