Code of Practice: Complaint Handling and Dispute Resolution
Eurolink Telecom Ltd is an independent company that delivers communications services to business and residential customers.
We make every effort to ensure that our customers are happy with the level of service, and the products and services they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:
By phone: 08450 755 500
By email: orders@eurolinktelecom.com
By letter: Customer Services Department, Eurolink Telecom Ltd, Swan House, Bonds Mill Estate, Stonehouse, Glos GL10 3RF
If you telephone, our advisors will ask you about your complaint and seek to resolve the problem whilst you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.
If you make your complain by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
We will try to resolve your complain quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with the progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager. If we cannot resolve the problem we will write to you to say so.
If it has been more than 8 weeks from the date your first contacted us to complain or you have received a letter from us saying that your complaint has reached dedlock, then you may ask for help from The Office of the Telecommunications Ombudsman (Otelo).
Address: PO Box 730, Warrington, Cheshire, WA4 6WU.
Tel: 01925 430870 or 0845 050 1614
Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk
OTELO is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
Alternatively, if at any time you are not satisfied with the progress of the complaint you can ask us to agree to an early referral to ADR (ie, that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.
Useful Addresses:
Otelo
PO Box 730, Warrington, Cheshire, WA4 6WU.
Tel: 01925 430870 or 0845 050 1614
Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk
Ofcom
Riverside House, 2a Southwark Bridge Road, London SE1 9HA.
Tel: 0845 456 3040
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk
PhonepayPlus
Clove Building, 4 Maguire Street, London, SE1 2NQ.
Tel: 020 7940 7474
Website: www.phonepayplus.org.uk
Federation of Communication Services (FCS)
Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT.
Tel: 020 8249 6363
Email: fcs@fcs.org.uk
Website: www.fcs.org.uk
Telephone Preference Service
DMA House, 70 Margaret Street, London W1W 8SS.
Tel: 0845 0700707
Website: www.tpsonline.org.uk
This code has been licensed by The Federation of Communication Services Ltd 2010.
Licence number 002035.
Published December 2010. Correct at the time of printing.
The Federation of Communication Services Limited 2010.
