LEGAL

Complaints code

Our complaints code

We want every customer to be happy with the service we provide, but sometimes things go wrong. If they do, please tell us so we can put them right. This code explains how to complain, what we will do and what you can do if you are not happy with our response. It applies to all our services, and includes the extra protections for our communications services, such as business broadband and VoIP phone services. Making a complaint is free.

1. How to complain

You can complain in whichever way suits you:

  • By phone: 0161 660 7471
  • By email: accounts@posilan.com
  • By post: Customer Services, Posilan Ltd, Unit 008, Building 308, World Freight Terminal, Manchester Airport, Manchester, M90 5PZ

Please give us your name, your company name (if any), the service your complaint is about, what went wrong and what you would like us to do to put it right. If you have reference numbers, such as a ticket, quote or invoice number, please include them.

If you need help making a complaint, or need this code in another format (for example large print), call us on 0161 660 7471. You can also contact us through Relay UK. Someone else, such as a friend, relative or adviser, can complain on your behalf with your permission.

2. What happens next

  • We acknowledge your complaint within three working days, and give you a reference number.
  • We investigate. A member of our team will look into what happened, keep you updated and tell you who is dealing with your complaint.
  • We aim to resolve it within 14 working days. Some complaints, for example those that depend on a network operator, can take longer; if so, we will explain why and keep you informed.
  • We tell you the outcome and what we will do to put things right.

3. If you are not happy with our response

If you are not satisfied with how we have handled your complaint, ask for it to be escalated. A director of Posilan Ltd will review it and reply to you in writing.

4. Independent dispute resolution (communications services)

If your complaint is about a communications service, such as broadband or VoIP, and you are a consumer or a business with 10 or fewer employees, you can ask an independent alternative dispute resolution (ADR) scheme to look at it. Our scheme is the Communication and Internet Services Adjudication Scheme (CISAS), which is approved by Ofcom and run by CEDR.

You can refer your complaint to CISAS:

  • 8 weeks after you first complained to us, if it has not been resolved; or
  • sooner, if we write to you to say that we cannot agree on a resolution (a “deadlock letter”).

We will tell you in writing about your right to use CISAS when either of these applies. CISAS is free for you to use, and its decision does not affect your other legal rights. Find out more at www.cedr-assist.com/consumer/cisas.

5. Our commitments

  • We handle complaints fairly, promptly and free of charge.
  • We keep a record of every complaint and how it was resolved, and keep it for at least 12 months.
  • We use complaints to improve our services.
  • This code is available free of charge on our website and, on request, by post.

This code forms part of our terms and conditions (see clause 20).