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 establish a complaint procedure in full compliance with the Telecoms Regulator’s requirement.
Our Complaints Procedure is as below:
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: firstname.lastname@example.org
- 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:
Centre for Effective Dispute Resolution, 70 Fleet Street, London EC4Y 1EU.
Monday to Friday 9am to 5pm
T: +44 (0)20 7520 3814
F: +44 (0)20 7536 6001
We have a customer complaints code which explains the steps you need to take when you want to complain to us about something. You can get a copy from our website or by calling our customer service department, the number can be found on any of your telephone bills from us.