Mobile broadband - Contact centre long wait
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It is perfectly reasonable to expect a good level of customer service as a service user. If you encounter cannot even get through to the Contact Centre you should put your issue in writing. If the issue is not addressed then Resolver will remind you when to escalate to a more senior member of staff so they can look into your complaint. You should be reassured that your provider values your custom and that your complaint will be responded to within a given timeframe. Keep a note of names of staff and dates of your phone calls.
You should know
- If you are unhappy with your service provider’s initial response, you should contact their customer services department via Resolver. Give clear details of your case such as what happened, when, and why you are complaining.
- The company should acknowledge your case with 14 days.
- If the company doesn't respond to your issue, then you should escalate your case to the next level. Resolver will remind you when the time comes!
- Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.
The Consumer Rights Act
Your rights mainly come from the Consumer Rights Act. The Consumer Rights Act sets out what you should expect from goods or services, giving you specific rights when things go wrong.
Taking things further
If the matter isn't resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. Resolver knows which one to send your case to. We'll package up your communications and all supporting documentation and send it all to the relevant ombudsman.
The ombudsman will then undertake an independent investigation of your case for free. You can still take your telephone provider to court if you don't agree with the outcome, but only use this as a last resort. You should always seek legal advice before taking a matter to court.
If you need additional assistance
If you need additional advice and guidance on the issue you can contact your local Citizens Advice.
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