Here at InternetTY, customer satisfaction is at the forefront of all activity, and therefore we take complaints very seriously. We will do all we can to resolve anything you are unhappy with as efficiently and effectively as possible. A complaint enables us to put things right and help improve our service delivery to all customers.
Just so you know, we are regulated by Ofcom, the UK’s communications regulator, and we are also a member of the Internet Service Providers Association.
Our InternetTY Complaints Procedure lets you know how to make a complaint and how to take your complaint further, should you need to.
If you need to raise a complaint, we ask that you make initial contact with us via phone, email, or live chat. Please do so as soon as possible after first noticing the problem. During this contact, our support team will find out more about your complaint, review your connection, and do all we can to resolve this for you.
For complaints that we are not able to immediately resolve, we will ask you to put your complaint in writing so there is a clear record for both you and us. Complaints can be submitted via email to firstname.lastname@example.org, or if you would prefer to submit this via post, please send it to our registered office address.
Please ensure that within your communication to us, you provide the following information to help us investigate your complaint:
- Full name
- Service delivery address
- Your preferred contact details
- The date the problem started/occurred
- A detailed description of your complaint
We will make a formal record of your complaint and take a thorough note of the issue(s) raised. We will follow the Complaints Code of Practice aligned by Ofcom when dealing with your complaint.
We will review your complaint fully, and we will do all we can to resolve the complaint in a timely manner. If your complaint is urgent, we will prioritise this accordingly.
If necessary, we may ask you to provide us with evidence to support your complaint. We will request this via your preferred contact method.
If we need to visit your property to investigate the complaint, we will do so within 7 days of receiving the complaint.
If you do not believe that we are offering a satisfactory resolution and your complaint remains unresolved, you can refer your complaint to the Communications Ombudsman to complete an independent complaint. Please note that you are unable to raise a complaint with the Communications Ombudsman until at least eight weeks following initial contact with us or until you have received a deadlock letter from us.
The Communications Ombudsman can be contacted via:
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU
Further details can be found at www.commsombudsman.org
If you are unhappy with the way we or the Communications Ombudsman have handled your complaint, you can raise this with Ofcom, the UK’s communications regulator. You can contact Ofcom via phone at 0300 123 333 or 020 7981 3040, via their website at www.ofcom.org.uk, or via post at PO Box 1285, Warrington, WA1 9GL. Further details about Ofcom can be found on their website.