At Unified World Communications Limited we are committed to providing our customers with an excellent level of service. We recognise that we sometimes get it wrong, and when we do, we want you to tell us so that we can put things right as quickly and smoothly as possible. With this in mind, we have developed complaints procedure which explains who you should contact and what do if you have a complaint about Unified World Communications’ services. The complaints procedure is described below.
If you would like to make a complaint about our service, please call our customer services line on 01254 271 333. These lines are open from 9am to 5pm Monday to Friday.
If you would prefer to write to us or email instead, please address your letter to:
Customer Service Department
Unified World Communications Limited
Communications Experience Centre
How we will deal with your complaint
When you contact us, we will normally ask you to give us some information. In order to deal with your complaint as efficiently as possible, we will need:
• Company name and account number
• Name, contact phone number and postal address
• Nature of the complaint (including any relevant detail)
You can give this information to us over the phone, email or in writing.
When we have registered your complaint we will give it an identification number that you may refer to in any further contacts with us regarding your complaint. We will make every effort to resolve your complaint when you first contact us. However, this is not always possible and we may have to investigate your complaint further.
Whatever your complaint we will give you our initial response to it no longer than 3 working days from when you notified us. If you are unhappy with how your complaint has been handled, call us on 01254 271 333 and speak to the Customer Service Team or to your Account Manager.
If after having contacted the Customer Service Team or to your Account Manager you are still not satisfied about the way we have dealt with your complaint, you should ask for your complaint to be reviewed by the Managing Director. We aim to resolve all complaints within 15 working days from when you notify us but more complex cases may take longer.