customer relations email

[krissyno1]

Hi can someone please give me the email address for customer relation dept,  i am trying to get my complaint dealt with properly, i am told this is the best way to get it adressed within 5 working days as they will look at all the conversations and listen to the calls.

driving me insane only been going on a year

[bristolian]

When you mention "get my complaint dealt with properly", do have an open complaint that you feel is being dealt with improperly thus far? You should already have contact details if so.

Or are you looking to log a complaint? Use this form if so

[Ali_A · Accepted solution]

Hi @krissyno1 

I'm disappointed to hear that you feel no progress is being made with your complaint. 

If you get in contact with our team, they'll be able to confirm if there's a complaint open at present, and if needs be you can request to escalate this. 

There is also our online complaints webform, but I'd recommend checking where things are on your account first. 

If you're unhappy with how this is being managed we absolutely have an escalation process, and you can find all the details you need on this via our complaints code of practice.

Ali

[krissyno1]

Since posting this i have had numerous phone calls from kenya asking what my complaint is about, you should know if you only took time to read the notes of this case,  but instead you persist with asking me to tell you and waste another hour because you cant do your job properly, i can not fill a web form complaint as it only takes 500 letters and this has been going on a year! so i have no option but to go through the smalls claim court.

you didnt even give me the email address i asked for, do not call me again! just put the money you have stolen into my account! you have my details

[krissyno1]

i did have an open complaint but each time they say im a manager and its sorted and the money will be in your account, then you shut the case and i receive no money ! i then have to go through this shambles all over again

[krissyno1]

I refuse to sit and listen to crap music for an hour while someone answers the phone, then to be told its with the back office now and will definitely be sorted, the web form only takes 500 characters so no good for me

Disappointed is not the word, i have no words!

small claims court it is

[bristolian]

FYI you have a short time after posting to edit, negating the need for multiple responses.

If you have a complaint that is unresolved after 8weeks, you have an automatic right of referral to binding external arbitration - currently Ombudsman Services. See https://www.commsombudsman.org/raise-dispute/ee 

[Peter_W]

@krissyno1 All of our complaints teams are based in the UK, and if you raise a request via email or webform they should definitely know the details of your complaint prior to your call. 

As stated in our complaints code of practice that @Ali_A shared, this would need to either pass 8 weeks without a resolution, or reach formal deadlock with our team. 

At this point you would be welcome to seek independent arbitration via the Communications Ombudsman, and only if this didn't yield success would we recommend other options. 

Also if you've had a complaint closed and don't feel things are resolved you can request this be reopened at any point within 28 days.

We don't have access to accounts via these forums to look over the specific details of your case, but I'm confident following the process outlined in this thread will be the best course to resolution.

Peter