1. How you can complain
At Temi Telecom we constantly strive to deliver a great service to each customer, and welcome any feedback on ways that we can improve. If you have experienced any issues or wish to raise a complaint, then here are the ways that you can get in touch:
By phone – You can contact our UK based customer service team on 020 3859 1885, where one of our dedicated agents will record your query and investigate the matter to find a solution.
By email – You can send an email titled ‘Making a Complaint’ to complaints@temitelecom.uk, with your account information and details about your issue. This will be raised quickly and directly to our Customer Services Team to investigate further.
By letter – If you prefer to write then please send your letter to the address below. Make sure you include the account name, postcode and telephone number of the service you’re writing about.
Customer Services
118B Oxford Road
Reading
Berkshire
RG1 7NG
2. What we’ll do and when
We aim to resolve issues as quickly as possible, preferably during a phone call or email exchange with you. Letters are responded to within 14 days of receiving them and emails within 7 days of being sent. We aim to resolve any query within 28 days of receiving correspondence.
Though we endeavor to resolve issues immediately, from time to time these matters will need to be investigated further. As part of our complaint continuity, a dedicated customer service agent will be assigned to your query and will send regular updates on the investigation until a solution is found. If our customer service agent is unable to resolve your issue, the matter will be escalated to a more senior member of staff to find a solution.
3. What to do if you’re still not happy
If you’re still not happy with the final response to your complaint, you can ask the telecommunications ombudsman to intervene. It’s important to note that the telecommunications ombudsman will traditionally not review any complaint which is less than 8 weeks old unless we have given you a letter stating we cannot do anything further (i.e. a ‘deadlock letter’).
The reason for this is that the ombudsman wishes to ensure that we as a company have exhausted every possible avenue to try and resolve the complaint with the customer before they wish to intervene.
4. Ombudsman Services
If you have a problem sorting out a complaint with a communications company, ombudsman services may be able to help. They are approved by Ofcom, the independent regulator and competition authority for the UK communications industries.
Their job is to investigate complaints fairly by listening to both sides of the story and looking at the facts. They will decide what action, if any, should be taken when you and a communications company can’t agree.
Ombudsman services contact details are:
Phone: 0330 440 1614 Fax: 0330 440 1615 Textphone: 0330 440 1600
Their phone lines are open Monday to Friday from 9am until 5pm, closed at the weekends, on bank holidays and between Christmas and New Year. Please note, 03 numbers, introduced by Ofcom are an alternative to chargeable 08 numbers such as 0845. Calls to 03 numbers cost the same or less than calls to 01 and 02 pre fixed numbers and are included as part of any inclusive minutes or discount package. These rules apply to calls from any type of line including mobile, fixed line or payphone. Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU
5. Finally
Nothing within this Complaints Policy is intended to form any contract between you and Temi Telecom.
The products and services described within this document may not always be available, and may change from time to time. Our standard terms and conditions apply to the product or services available.
Nothing in this Complaints Code Policy affects your statutory or common law.