Complaints Procedure & Dispute Resolution Code Of Practice
Brontel Limited is an independent company that delivers communications services for businesses.
While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So, we will liaise with our suppliers and other third parties to ensure that any problems with their services are resolved promptly and to the best of our ability.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us.
However, despite our best efforts, sadly things can go wrong.
We take customer complaints very seriously and aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Office using one of the following methods:
– By phone: 01535 602221 – By email: support@brontel.com – By letter: Brontel Limited, 7 Admiral Way, Keighley, West Yorkshire, BD21 3LN
If you telephone, our team will ask you about your complaint and seek to resolve the problem with a best endeavour.
During the initial discussion we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.
If you wish to raise a formal complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a reference for checking progress on the resolution of your complaint.
We will try to resolve your complaint quickly and efficiently, and to keep you informed as much as possible. We normally aim to resolve complaints within 5 working days but, depending on the complaint but please be aware this is not always possible, as we may be waiting for third parties.
However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to one of the directors of the business (Phil Lohan or Mick Jordan).
If we cannot resolve the problem, we will write to you to say so. If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached an unresolvable solution, then we are registered with The Ombudsman’s services:
The Ombudsman Services – Communications – PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 0330 440 1614 Email: enquiry@ombudsman-services.org Website: https://www.ombudsman-services.org/providers/brontel-ltd
(The Ombudsman Services) is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services resolve disputes between communications providers and customers.
Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.
