Code of Practice on Complaint Handling and Dispute Resolution
1AffordableCall Ltd. is an independent company that delivers communications services to business customers of all sizes throughout the UK. While we may not provide all the component parts of your services ourselves, we do take responsibility for the services delivered to you. We will liaise with the suppliers to ensure that any problems with their services are resolved promptly.
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. If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:
- By phone: 0118 901 4403
- By email: Please email your “Account Manager”
- Via the “Contact Us” form
If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.
If you make your complaint by email / in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
We 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. However, If you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.
We, at 1AffordableCall, are proud that we have been able to resolve all complaints in a timely manner and no complaint has reached “deadlock” or required an alternative dispute resolution (ADR) service.
However, 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: Communications PO Box 730 Warrington WA4 6WU Communications contact number: 0330 440 1614
The Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out 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.
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Exclusion of 1AffordableCall’s liability
Although every effort is made to ensure that the information provided is 100% accurate, 1AffordableCall does not make any warranty or representation as to the accuracy or fitness for purpose of any material on this Website or the reliability of the access to this Website. The information contained in the material in this Website is only for information purposes and the contents of the 1AffordableCall.co.uk website are provided “as is”. The material on this Website does not constitute advice and you should not rely on any material in this Website to make (or refrain from making) any decision or take (or refrain from taking) any action. 1AffordableCall reserves the right to revise the pages or withdraw access to them at any time. In no event do we accept liability of any description, including liability for negligence, for any damages or losses (including, without limitation, loss of business, revenue, profits, or consequential loss) whatsoever resulting from use of or inability to use this Website. 1AffordableCall makes no warranty that this Website (or websites which are linked to this Website) is free from computer viruses or any other malicious or impairing computer program. The pages contained in this Website may contain technical inaccuracies and typographical errors. The information in these pages may be updated from time to time and may at times be out of date. We accept no responsibility for keeping the information in these pages up to date or liability for any failure to do so. 1AffordableCall assumes no responsibility for material created or published by third parties that the 1AffordableCall.co.uk website have a link to. 1AffordableCall provides these links for your convenience only but does not necessarily endorse the material on these sites.
Updated: 13 January 2021