Complaints Code of Practice: Telemerge UK Limited

At Telemerge, we are committed to delivering exceptional service and ensuring that all our customers have a positive experience. We take any complaints seriously and aim to resolve issues swiftly and fairly. Below is our Complaints Code, which outlines how we handle complaints and the steps you can take if you’re not satisfied with our services.

1. Our Commitment to You

We are dedicated to providing you with the best possible service, but we understand that things don’t always go as planned. If you are dissatisfied with our services, our customer service, or any other aspect of your experience with us, we encourage you to let us know. Our goal is to resolve any complaint you have in a way that is fair and transparent.

2. What is a Complaint?

A complaint is defined as any issue or dissatisfaction related to:

* Billing errors or discrepancies

* Service interruptions or technical issues

* Customer support or communication

* Misleading information or advertising

* Problems with equipment or installation

* Any other issues related to our products or services

3. How to Make a Complaint

If you wish to raise a complaint, please follow these steps:

Step 1: Contact Us

The quickest way to resolve your issue is to contact our customer service team directly. You can reach us through the following channels:

Phone: Call us on the phone number mentioned on our website at www.telemerge.co.uk

Email: Send us an email at support@telemerge.co.uk

Post: Write to us at 79, Gurney Close, Barking, IG11 8JY

Step 2: Provide Your Details

Please provide the following information to help us understand your complaint and investigate it more effectively:

Your full name and contact details

Your account number (if applicable)

A brief description of the issue you are facing

Any relevant dates, transactions, or reference numbers

Step 3: Investigation and Resolution

Once we receive your complaint, we will aim to acknowledge receipt within 7 working days. Our team will review the details of your complaint and investigate the issue thoroughly. If we need more information, we will contact you promptly.

We will aim to resolve your complaint as quickly as possible. If the issue is straightforward, we will provide a resolution within 28 working days. For more complex complaints, it may take longer, but we will keep you updated throughout the process.

4. Our Promise to You

* Fairness: We will treat all complaints fairly, and every complaint will be taken seriously.

* Transparency: We will keep you informed of the progress of your complaint and provide     clear information about how it is being handled.

* Respect: We will always communicate respectfully and ensure you are heard.

* Timeliness: We aim to resolve complaints as quickly as possible, without unnecessary     delays.

5. What Happens Next?

Once your complaint has been resolved, we will follow up with you to ensure you are satisfied with the outcome. If we have taken any corrective actions to prevent the issue from happening again, we will keep you informed of these changes.

6. Escalating a Complaint

If you are not satisfied with the outcome of your complaint or if you believe the resolution does not fully address your issue, you can escalate your complaint to the next level.

Step 1: Contact our Complaints Manager If you’re not happy with how your complaint has been handled, please ask to speak with our Complaints Manager. They will review the situation and ensure the complaint is resolved fairly.

Step 2: External Dispute Resolution (Ombudsman) if we are unable to resolve your complaint within eight weeks, or if you are still not satisfied with the final response, you have the right to refer your complaint to an independent alternative dispute resolution (ADR) scheme.

We are a member of the Communications Ombudsman Service, which provides free, impartial assistance to customers. You can contact them at:

Communications Ombudsman

Website: www.commsombudsman.org

Phone: 0330 440 1614

Email: enquiry@commsombudsman.org

7. Your Rights

As a consumer, you are entitled to certain rights under UK law, these include:

* The right to receive clear, accurate information about our products and services.

* The right to receive services that meet your expectations and the standards outlined in our     terms and conditions.

* The right to complain and have your issue resolved in a timely manner.

* If you are not sure about your rights, or if you need further assistance, please don’t hesitate to get in touch with our customer support team.

8. How to Avoid Common Issues

To help prevent common issues, here are a few tips for managing your account and services:

* Regularly check your bill and account for any discrepancies.

* Ensure your contact information is up-to-date so we can reach you if necessary.

* Keep track of any service interruptions or technical issues, including when they occur.

* Contact us as soon as you experience a problem so we can resolve it quickly.

9. Feedback and Continuous Improvement

We value your feedback, as it helps us improve our services. If you have any suggestions on how we can enhance your experience or if you have feedback about how we handled your complaint, please share it with us.

10. General

This complaints code of practice follows Ofcom’s guidelines and but does not create any new statutory rights beyond your existing consumer protections under the relevant laws.

We are committed to using your feedback/suggestions to enhance our service and prevent future issues.

Telemerge reserves the right to amend this policy from time to time, in our sole discretion.

Contact Us:

For further inquiries, please feel free to contact us via the following:

Customer Service Number: as mentioned on our website at www.telemerge.co.uk

Customer Service Email: support@telemerge.co.uk

Postal Address: 79, Gurney Close, Barking, IG11 8JY