Complaints Code Of Practice
Call27 Telecommunications Ltd, also known as Call27 is an independent company which delivers communications services to residential and business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you.
Call27 will liaise with our suppliers to ensure that any problems with their services are resolved promptly and to a satisfactory standard. We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can and do go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
Raising a Complaint to Call27
If you have a complaint about any part of our service, please contact Call27 Complaints Department using one of the following.
An email will be returned with your complaint reference number within 24 hours.
Call27 Telecommunications Ltd
18 Riverside Studios
Newcastle Business Park
Newcastle Upon Tyne
A confirmation letter will be sent within 24 hours of receipt.
We aim to process all new email complaints received Monday to Friday between 8AM-8PM within 24 hours of receipt (excluding public holidays). Call27 will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible, and in some cases, this may take up to 8 weeks.
Escalation to the Managing Director
If you are not happy with progress in resolving your complaint you can ask the person to whom you are dealing with to escalate the matter to the Managing Director. If we cannot resolve the problem, we will write to you to say so. If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from Ombudsman Services.
Ombudsman Services is an independent organisation which is approved by Ofcom to provide an Alternative Dispute Resolution (ADR) service. Ofcom-approved ADR services will resolve disputes between Communications Providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right. Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us for an early referral to an ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.
Our final response (deadlock) letter will detail our ADR service we use along with their contact details for you to escalate your complaint.