Complaints Code

About this Code

We always strive to provide the best customer service possible. However, if there is anything you are unhappy with, please let us know so that we can work with you to put things right and provide a better service in future.

This complaints code sets out how you can lodge a complaint regarding any aspect of our service. It tells you how to contact us to make your complaint, what we’ll do and (if we aren’t able to resolve the complaint to your satisfaction) how you can take things further.

You can request a free paper copy of this complaints code using our contact details set out below. 

How you can make a complaint

If you’re unhappy with any aspect of our services, the best way to contact us is via email, however we can also be contacted by phone.

Our internal complaints handling procedure is explained below. This procedure has been designed to ensure that complaints can be resolved fairly and swiftly.

To help us get to a solution quicker, please ensure that you have the following information when contacting us:

• Your full name and company name
• Your Xoomtalk account number
• Your postal address, email address and telephone number
• Sufficient details of your complaint, including any steps which have been taken to attempt to resolve the complaint so far
• What you feel we can do to fairly resolve the matter

How to contact us

By phone:     01273 900094 (between 09:00 – 17:30 Monday to Friday)

By email:      complaints@xoomtalk.com

We will aim to respond to you within 3 working days of receiving your complaint. 

Unfortunately we sometimes get complaints which have no merit or have been made simply to harass our staff. We take the safety and well-being of our staff very seriously and consequently neither we nor our Alternative Dispute Resolution provider can deal with this type of complaint. If we believe your complaint is of this nature, we will let you know.

Resolving your complaint

We’ll make every effort to resolve your complaint as soon as possible. We will keep you updated every 10 working days on the steps we are taking and when we expect your complaint to be resolved. The steps we take to investigate your complaint will depend on the particular circumstances.

We aim to resolve all complaints within 8 weeks.

How to escalate your complaint

All complaints will be handled by our management team and if required will be escalated to our leadership team.

If you’re still not happy: 

Deadlock and ADR

If we haven’t been able to resolve your complaint to your satisfaction by following the process set out in the above sections of this Code within 8 weeks or if we reach a ‘deadlock’ situation at any time, you can refer your complaint to Alternative Dispute Resolution.

Deadlock:

A deadlock arises where we have tried to resolve your complaint through our internal complaints procedure and we believe there is nothing more that we can do, but we still can’t reach an agreement with you. In this situation we will send you a deadlock letter, which indicates it would be suitable to refer your complaint to our Alternative Dispute Resolution scheme.

You can also request a deadlock letter from us at any time, but we will not provide you with one if:

We are still working on a resolution and we genuinely believe we can find a solution within a reasonable time; or

Your complaint is not suitable for referral to our Alternative Dispute Resolution scheme (for example, if your complaint relates to a commercial decision we’ve made not to provide a service). More information may be found by following the links to our ADR scheme in this Code.

Alternative Dispute Resolution:

You can refer any suitable complaint to our Alternative Dispute Resolution scheme free of charge if your complaint is unresolved within 8 weeks, or if you have received a deadlock letter from us. Our chosen scheme is run by Ombudsman Services: Communications, an entirely independent decision maker.

We will also send you a written reminder of your right to refer your complaint to our Alternative Dispute Resolution scheme if we haven’t resolved your complaint after 8 weeks.

Here are the details of our Alternative Dispute Resolution scheme:

Name:                          Ombudsman Services: Communications

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

Phone Number:           0330 440 1614

Email:                          osenquiries@os-communications.org

Fax Number:               0330 440 1615

Textphone Number:     0330 440 1600

Address:                      Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU