What to do if you're unhappy
Sometimes problems happen. If they do, let us know so we can work with you to resolve them. Copies of this code are available on our website at https://20tele.com/support/knowledgebase/
If you're unhappy with any service or contract you have with us, please email [email protected] We're open 24/7 for 360 days of the year. If you tell us you are not happy with the way we dealt with your enquiry or delivered a service, we will do our best to sort things out immediately. If we cannot do this, we will keep you informed about how long we expect to take to sort the matter out for you. If you are still not satisfied, please ask to speak to Sam Knowles (Director, End Users). If you prefer, you can write to us explaining why you're unhappy and we'll endeavour to respond within 10 working days. Our address is:
3rd Floor, 86-90 Paul Street
We carefully monitor complaints so that we can avoid making the same mistakes again. If something goes wrong, we want you to tell us. Then we can put it right and make sure the same thing doesn’t happen to someone else.
We are a member of the Ombudsman Service: Communications (the Ombudsman). This is an independent dispute resolution service approved by the industry regulator for dealing with unresolved complaints from domestic or small business customers. Small businesses in this context are defined as those undertakings for whom up to ten individuals work. If you're an eligible small business and are still unhappy 8 weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.
We may refer you to the Ombudsman, if we cannot resolve the matter for you. In this case, we would issue a “deadlock letter”, which allows the Ombudsman to look at your complaint earlier than 8 weeks after you have raised it with us. Their contact details are:
Ombudsman Services: Communications
PO Box 730
Fax: 0330440 615
Email: [email protected]
The Office of Communications (Ofcom) is the regulator for the UK telecommunications industry. They make sure communications companies meet their obligations under telecoms and competition laws and regulations. Their contact details are:
Office of Communications
2A Southwark Bridge Road
Phone: 03001233333 or 02079813040
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