1. Introduction

Telecom 2000 Ltd is committed to providing excellent customer service and ensuring that all customer complaints are dealt with promptly, fairly, and efficiently. This Complaints Policy outlines our approach to handling complaints in accordance with Ofcom's General Conditions of Entitlement, which sets out the minimum standards expected of telecommunications providers in the United Kingdom.

2. Scope

This policy applies to all customers of Telecom 2000 Ltd who wish to make a complaint about our services or any aspect of their interactions with us.

3. Complaints Handling Principles

Telecom 2000 Ltd adheres to the following principles when handling complaints:

3.1 Fairness: We treat all complaints seriously and impartially, regardless of the nature or value of the complaint.

3.2 Accessibility: We ensure that our complaints process is easily accessible to all customers and provide clear information on how to make a complaint.

3.3 Transparency: We keep customers informed about the progress of their complaint and provide clear and concise explanations of our decisions.

3.4 Timeliness: We aim to resolve complaints as quickly as possible and within the timelines set out by Ofcom's General Conditions, keeping the customer informed of any delays.

3.5 Confidentiality: We respect the privacy of our customers and handle all personal information in accordance with applicable data protection laws.

4. Complaints Process

4.1 Making a Complaint

Customers can make a complaint to Telecom 2000 Ltd in the following ways:
‍
Online: Please use the form on this page.

By telephone: Call our dedicated customer complaints helpline at 01202 895111 (option 4)
or via the complaints form on this page.

In writing: Address your complaint to Telecom 2000 Ltd Limited, 9 St Stephen’s Court, St Stephen’s Road, Bournemouth. BH2 6LA

When making a complaint, customers should provide their full name, account or customer number, contact details, and a clear description of the issue.

4.2 Acknowledgment and Resolution

Upon receiving a complaint, Telecom 2000 Ltd will acknowledge it within three working days. We will provide a reference number for future correspondence and inform the customer of the expected timeframe for resolution.

We aim to resolve complaints at the first point of contact whenever possible. If immediate resolution is not possible, we will keep the customer informed of the progress and provide regular updates.

4.3 Escalation to Senior Management

If a customer is dissatisfied with the initial response or feels the complaint has not been adequately addressed, they may request escalation to senior management. Telecom 2000 Ltd will provide contact details for the appropriate escalation point.

4.4 Review by Ombudsman

If the customer remains dissatisfied following the escalation process, they have the right to refer their complaint to the Ombudsman. We will provide the necessary information and contact details to facilitate this process.

5. Recording and Reporting

Telecom 2000 Ltd maintains accurate records of all complaints received, including the nature of the complaint, actions taken, and resolutions offered. We regularly review complaint data to identify trends and areas for improvement. Aggregate complaint data is reported to Ofcom as required by the General Conditions.

6. Continuous Improvement

Telecom 2000 Ltd is committed to continuously improving our services and complaint handling processes. We welcome feedback from our customers and use complaints as an opportunity to learn and enhance our operations.

7. Review and Updates

This Complaints Policy will be reviewed regularly to ensure its effectiveness and compliance with Ofcom's General Conditions. Any updates or revisions will be communicated to customers through our website or other appropriate channels.

8. Contact Information

For any queries or additional information regarding our Complaints Policy, customers can contact us by visiting this page.