At Eurocoms we like to think we work on behalf of our clients in a transparent manner.
We care about always providing you with an exceptional service. However, there may be a time when you’re not entirely happy with us or our services.
Our Complaints Code of Practice (“Complaints Code”) lets you know how to make a complaint and how to take your complaint further, if you need to. If you’re unhappy with any part of our service, please contact us and we’ll do our best to sort out your complaint or query.
Eurocoms are committed to addressing your complaints or queries as fairly and quickly as possible. All members of our team are aware of our complaints procedure and will always follow it, to make sure this happens.
If you’re unhappy with our services please let us know as soon as you can by emailing or calling our Customer Support, using the contact details set out in this section below. If you prefer, you can send a letter to the address shown below (although this isn’t as fast). We’ll do our best to sort things out as quickly as possible. If you’re not able to make a complaint yourself, you can ask someone to make the complaint on your behalf.
You can contact our Customer Support on:
Telephone: 01142 835 825
Post: D11 Alison Business Centre, Sheffield S2 1AS
How We’ll Respond
We’ll try our best to sort out your complaint or query during your first contact with us within 48 hours of receiving your complaint (if you tell us about it by email or post). Where this isn’t possible, we’ll agree a course of action with you and (where we can) give you clear time-frames and next steps to sort things out.
If You’re Not Satisfied
If you’re not fully satisfied with the way we handled your complaint, or we haven’t resolved it completely, please send your complaint by email or post to our Customer Support at the addresses shown above. Once we’ve received your complaint, we’ll acknowledge it within 48 hours and aim to respond to you within 10 working days.
Escalating Your Complaint
Once you have our response, if you’re still unhappy, you can escalate the problem to our Complaints team. You can send a letter at the address for “Post” set out above or email at firstname.lastname@example.org. Once they’ve received your email or letter, they’ll acknowledge it within 48 hours and try their best to respond to you within 10 working days.
If we can’t sort out your complaint (in a way you’re happy with) within a period of eight weeks, or if we agree before the eight weeks are up that we can’t do anything more to resolve things, we’ll issue a “deadlock” letter. You can then, if you choose, make a complaint through Ombudsman Services. Ombudsman Services offers an independent alternative dispute resolution scheme. It’s approved by Ofcom for the handling of consumer disputes. Its services are free of charge for residential and small business (those having 10 or fewer employees) Customers.
You can contact Ombudsman Services by telephone on 0330 440 1614 or via its website, www.ombudsman-services.org.
Please note that Ombudsman Services will only deal with your complaint if you’ve first followed Eurocoms internal complaints procedure in full. If Ombudsman Services does deal with your complaint then an independent adjudicator will decide how your issue should be resolved, based on the details of your complaint.
If you’re unhappy with the way we or Ombudsman Services deal with your complaint, you can contact Ofcom, the independent regulator and competition authority for the UK communications industries, at Ofcom Contact Centre, Riverside House, 2A Southwark Bridge Road, London SE1 9HA, Tel: +44 (0) 300 123 3333 or +44 (0) 20 7981 3040, website: www.ofcom.org.uk
You can also get further help and advice from your local Citizens Advice Bureau but this isn’t part of our formal complaints procedure.
CUSTOMERS WITH SPECIAL NEEDS
Eurocoms welcomes all Customers, including those with special needs. We’re committed to providing a supportive and non-discriminatory environment. To help our Customers with special needs, we can supply large print, Braille or audio versions of this Complaints Code and any of our literature, including all our legal pages, on request. For this or any other help with special needs (i) when using our services or (ii) in relation to an agreement for services you have with us, you can contact our Customer Support by email, telephone or letter (as set out in the previous paragraph).
This Complaints Code of Practice is effective from 6 May 2019.