Breeztel

COMPLAINTS

PROCEDURE

BreezTel Complaints Procedure

At Breeze Telecommunications Ltd ( Breeztel), We are fully committed to serving our customers with best of our abilities ensuring outstanding levels of service, but it could be possible that at some point you may be unhappy with some aspects of the services we provide.

In consideration of this, we have established a complaint procedure in full compliance with the Telecoms Regulator’s requirement.

Our Complaints Procedure is as below.

Contacting us

To make complain about our service please follow the following procedures and we will try and resolve your complaint as quick as possible.

  • Phone: 02030111223
  • Monday to Friday between 09:00 and 17:00 hours
  • e-mail: complaints@breeztel.com
  • Post: Customer Service, Breeztel, Olympic House, 28-42 Clements road, Ilford, Essex – IG1 1BA

When contacting us, please provide us with the following information so that we can deal
with your complaint effectively:

  • Your name and Product or Service Package
  • If a company, your company name contact phone number
  • Your postal address
  • Nature of the complaint, including any relevant detail

Upon receipt of your complaint, we will lodge it in our system and supply you with our initial response within 5 workings days. We will also target to resolve all complaints within 20 working days from the date of notifying us. Some cases may take longer depending on the complexities of the matter.

Your Further Action

We will endeavour to resolve all complaints within 8 weeks and if we fail to resolve your complaint to your satisfaction within 8 weeks of notification to us, the matter will be tagged as Deadlock and we will write to you.

Such Letter will be referred to as “Deadlock Letter” and it will confirm that there is nothing more that we are able to do to resolve the matter.

Upon receipt of the deadlock letter you may refer the complaint to Ombudsman Service.

Breeztel is a member of the Ombudsman Services; CISAS ADR Scheme.

The Ombudsman Service : CISAS

CISAS is managed independently by Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, certified by Ofcom, to resolve disputes related to communication and internet services. The service is free of charge to customers as required by the Communications Act 2003.

Contact Details for the Ombudsman:

By Post:

Centre for Effective Dispute Resolution, 70 Fleet Street, London EC4Y 1EU

By Telephone

Monday to Friday 9am to 5pm
T: +44 (0)20 7520 3814
F: +44 (0)20 7536 6001

By Email:

E: cisas@cedr.com

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Please be advised that there will be a planned maintenance on the Breeztel network.

  • September
  • October

Reference: 124538

Start Time: 00:00 Thursday 19/09/2019

End Time: 06:00 Thursday 19/09/2019

The following services will be affected during the work:

NA Ref FIN Provider Service Street City
NA-225046
HP19 100870
Breeztel
MANRSD/30/05/S
Oxyard
Aylesbury

Reference: 112146

Start Time: 00:00 Thursday 03/10/2019

End Time: 06:00 Thursday 03/10/2019

The following services will be affected during the work:

NA Ref FIN Provider Service Street City
NA-191496
SE16 103524
Breeztel
MANRSD/30/05/S
SURREY QUAYS ROAD
London
NA-229606
SE16 101571
Breeztel
MANRSD/60/12/S
Fairmont House Albatross Way
London

If you have any queries related to this notice then get in touch with us via email: support@breeztel.com or check our "Complaints procedure" section for more information.
Please accept our apologies for any inconvenience caused by this work.