We use the Ombudsman Service to resolve customer disputes.
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 go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
This document explains how customers can complain. It also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution.
If you have a complaint about any part of our service, please contact our customer services team via our contact form or on 0345 004 4040. You may also send your complaint to us in writing via email or send to: Telappliant Ltd, 3 Harbour Exchange Square, Isle of Dogs, London, E14 9GE
If you remain unhappy and wish to pursue your complaint further and it has been outstanding for more than 8 weeks or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from Ombudsman Services on 0330 440 1614 or see: https://www.ombudsman-services.org/sectors/communications
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). We may decline to do this if we believe we will shortly resolve your complaint and are taking active steps to do so.
Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service at no cost to consumers. Ofcom approved ADR 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.