topic Re: how to complain via email/letter in Small Business

how to complain via email/letter

LAB1 — Fri, 02 Dec 2022 17:02:00 GMT

Hello,

Ii have been a business customer for over a decade and need to make a complaint in writing about appalling service - I emailed the customer services no on the EE website and received a this is not in use and wont be passed on message - about right for my recent experience with EE an out of date website/email address. I would really appreciate someone giving me the email address that will be answered by complaints, otherwise straight to ombudsman, as this eats up time.

Many thanks for reading and (hopefully) responding.

take care

Lesley

Re: how to complain via email/letter

bristolian — Fri, 02 Dec 2022 17:07:09 GMT

EE don't have any email contact - the complaints process is explained on https://business.ee.co.uk/help/make-a-complaint/

Ombudsman complaints require you to have given the operator a chance to resolve a complaint first, and to either be unresolved after 8 weeks or deadlocked before.

Re: how to complain via email/letter

XRaySpeX — Fri, 02 Dec 2022 17:19:35 GMT

Here is an addy you can write to & a Complaints Form at the foot of the page.

Re: how to complain via email/letter

Chris_B — Fri, 02 Dec 2022 18:26:25 GMT

@LAB1 Can I ask as you only say appalling service. Is that a network issue or something else as perhaps someone here might be able to help you.

Re: how to complain via email/letter

LAB1 — Fri, 02 Dec 2022 18:51:15 GMT

Hello,
I didn’t mention the nature of it here, as I don’t want to be one of those people who share such things, but since you ask:
Essentially I was left without a working phone whilst my mother was terminally ill. EE couldn’t manage to sort it and wanted me traipse about to high street shops whilst I needed to be with mum.

Take care, Lesley

Re: how to complain via email/letter

Leanne_T — Sat, 03 Dec 2022 07:17:03 GMT

Hi @LAB1

I'm very sorry to hear this.

Do you have the information you need for the complaints team from the previous replies?

You can also call us on 150 and the team will certainly get this looked into and open a complaint for you.

Leanne.

Re: how to complain via email/letter

LAB1 — Sat, 03 Dec 2022 12:26:43 GMT

Hello,

I have had to make and receive a million calls over the past few weeks (when my handset was working) and really am trying to avoid speaking with people - I am grieving for mum and don't want to try to hold a conversation whilst I am crying - hence the use of email/these forums - I spent hours on the chat with someone who was trying to be helpful, but there was no resolution other than to wait for a sim card (with the postal service all over the place it took days) - so calling 1450 is not something I feel comfortable doing. I have filled in a web form (which someone on the forum kindly gave me a link to) -I am supposed to be getting a call later today - which i am dreading because I am feeling very sad.

Re: how to complain via email/letter

Leanne_T — Sat, 03 Dec 2022 13:15:20 GMT

I am very sorry @LAB1 and please accept my deepest condolences.

Please let me know how you get on with the complaint when the team get in touch.

I hope this is sorted soon for you.

Take care.

Leanne.

Re: how to complain via email/letter

LAB1 — Sun, 04 Dec 2022 16:15:46 GMT

Once again I have been let down by EE - despite receiving an email to say my complaint form had been received I have had no contact at all. This is typical of my experience to date

Re: how to complain via email/letter

Christopher_G — Mon, 05 Dec 2022 08:23:15 GMT

When did you receive the email, @LAB1? Did it say a timescale for receiving a response?

Chris

Re: how to complain via email/letter

LAB1 — Mon, 05 Dec 2022 11:20:34 GMT

this is what it said verbatim:

Thank you for taking the time to get in touch with us, we just wanted to let you know that we've now got your complaint. We're sorry that you're unhappy and we'd really like to resolve this for you.

We'll need a little time to review what you have told us and make sure we have all the info we need to be able to help you.

As soon as we have done this, we will be in touch

I am not sure how long it takes to review info, it was approx 500 word, but to be fair they have hugely mismanaged the situation (in my opinion), so perhaps it will take a while - I am getting fed up with the whole thing. How long is considered long enough by the ombudsman, as someone on here said i had to give EE the opportunity to resolve before I went to them.

Re: how to complain via email/letter

Christopher_G — Mon, 05 Dec 2022 15:46:26 GMT

Hopefully they're in touch with you soon, @LAB1. I'm sorry that it seems to be taking a while.

Chris