Complaints & Feedback

Customer complaint procedure

Help us to continually improve our services

At UP Telecoms, we take all complaints very seriously and will endeavour to make the process as smooth and transparent as possible. Below are the key steps and options that form the complaints procedure process.

Step 1:

The first step for any complaints would be to contact the Customer Service Team to discuss your reasons for wishing to make a complaint. The Customer Services Team will work with the customer using email, letter and phone calls to resolve any issues. The Customer Service Team would normally ask for a formal letter or clear email detailing the reasons for the complaint so that it can be dealt with efficiently. The Customer Services Team will provide an update upon request and will aim to provide a response within 14 days of the complaint being raised. The Customer Services Team may review their initial response if more information is provided which merits a review of the initial response, however if a final response is sent then there will be no further review by the Customer Service Team.

Step 2:

Should you feel the final response from our Customer Service Team is unsatisfactory, you can ask that the complaint is reviewed by a Director/Senior Manager. The Director/Senior Manager that reviews the case will make their decision and contact you. Please allow 14 days for Step 2 to take place and please initiate Step 2 before a month has elapsed from the final response under Step 1.

Step 3:

If step 1 and 2 have been completed and you continue to remain unsatisfied, then you can request a Deadlock Letter from the Customer Services Team and make a complaint to Ombudsman Services: Communications, of which we are a member.

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Telephone: 0330 440 1614
Facsimile: 0330 440 1615
Textphone: 0330 440 1600
Email: enquiries@os-communications.org

The Ombudsman Services: Communications is an independent alternative dispute resolution scheme.

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