Ubiquitous Communication Ltd Customer Complaints Code 

Ubiquitous communication Ltd (Ubi) is committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers, to understand their concerns and respond appropriately. We know that things can on occasion go wrong but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

How to raise a complaint

In the first instance you should always contact our customer support team on 01626 839839 where we will be happy to take the details of your issues with the intent of providing a resolution to the matter as quickly as possible. To help us best resolve things please ensure that you have the following information ready when you call:

  • Your Organisation’s name and address
  • A contact telephone number we can call you on during working hours and your email address
  • As much detail as you can provide about the issue to help us understand where we went wrong
  • What you feel we can do to fairly resolve the matter

We are open Monday to Saturday 9.00-5.00pm

Alternatively you could email us on support@ubicom.co.uk or log onto our website support page www.ubicom.co.uk where you can log a complaint. All complaints logged via email or our website will be acknowledged within 24 working hours.

We will always try to resolve your complaint first time and to your satisfaction, making the process as easy as we can.

Once your complaint is resolved the details of your complaint will be reviewed and if we can identify any areas for improvement within the business we will take the necessary action. We really appreciate your participation in this process and we will be grateful for you taking the time to provide your feedback.

If you remain unhappy with the resolution being offered by Ubi’s customer support then you can request that the matter is escalated. A member of the Management Team will review the situation and make contact with you within 24 hours to discuss if anything further can be done to resolve your complaint.

Complaint escalation

If you feel that our support team is unable to resolve things to your satisfaction then the matter will be escalated further to one of our Directors who will undertake a full investigation of all aspects of your complaint.

We aim to resolve all complaints received within 14 working days and should we be unable to provide a suitable resolution for you at this stage or if 8 weeks have passed since your initial complaint then subject to their eligibility criteria we will provide you the details of our Ombudsman Service of if the matter does not meet their criteria we will advise you of our final position.

You can contact David Collins, Managing Director of Ubi, directly if you feel that the matter is of a sufficiently serious or sensitive nature by emailing  david@ubicom.co.uk

 

Ombudsman Services: Communications

Ombudsman Services: Communications provides an independent service to customers who are not satisfied with the resolution of their complaint. You must make your complaint to Ombudsman Services: Communications within six months of receiving a ‘Deadlock’ letter. If you have not received a ‘Deadlock’ letter you must contact Ombudsman Services: Communications within nine months of issuing a complaint to Ubi.

Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Phone: 0330 440 1614

Fax: 01925 430 059

Text phone: 0330 440 1600

Website: www.ombudsman-services.org/communications.html

Ofcom

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.