Complaints Code

Windsor Telecom provides public communication services, serving individuals and businesses of all sizes throughout the UK.

We endeavour to provide the highest quality service to ensure that our customers are happy with us and the products we provide. We do however know that things don't always go quite to plan. When this happens, we'd like to hear about it so that we can put it right, and avoid it happening again.

This document describes our complaint handling policy and is readily available here. A hard copy can be provided on request at no cost, by contacting our customer services team by telephone on 0333 123 8080, or by emailing us.

What is a complaint?

It is an expression of dissatisfaction about the services provided or the way the customer has been treated.

How to contact us

If you have a complaint, please contact our customer services team on 0333 123 8080. We will ask for details about the complaint and will make every effort to investigate and resolve it within 48 hours. If we are unable to achieve this, we will liaise with you over an agreeable course of action to investigate the complaint further in order to resolve it. We anticipate that this stage of the process should take no more than 14 days.

You may also send us your complaint by writing to us at the following address or by emailing us.

Complaints Department
Windsor Telecom plc
Unit 21, Branksome Business Park
Bourne Valley Road
Poole
BH12 1DW

Escalating your complaint
If we have been unable to resolve your complaint satisfactorily after 30 days using the above process, we will upon request escalate this to a member of our senior management team, and if that is unsuccessful, to the Managing Director.

Should the complaint still not be resolved after the escalation process has been followed, we will write to you with our final position stating that we are unable to continue handling the complaint (termed as reaching 'deadlock'). This letter will be sent no sooner than 8 weeks after the complaint was first reported to us.

If you are eligible, we will notify you in this letter of how you can pursue your complaint further with an Ofcom approved Alternative Dispute Resolution service. To do this you will need to contact the Office of the Telecommunications Ombudsman (Otelo). It is their job to fairly investigate complaints by listening to both sides of the story and look at the facts before making an impartial recommendation about any course of action required. Their decision is final and cannot be changed, and there is no appeal procedure.

Please note this service is only available to individuals and small businesses with 10 or fewer employees or spend less than £5k per year with us, and where the subject of the complaint is within their jurisdiction. The service is available to you at no cost and can only be utilised once the complaint has remained unresolved for 8 weeks.

Otelo can be contacted as follows:
Telephone: 0330 440 1614
Fax:  0330 440 1615
Email: enquiries@otelo.org.uk
Post: 
Otelo,
PO box 730,
Warrington,
WA4 6WU

When is a complaint classed as resolved?

• When remedy action has been taken, meaning it is reasonable to consider the complainant is no longer dissatisfied.
• When the complainant has indicated explicitly, or it can be reasonably inferred that they no longer wish to pursue the complaint.
• When the complainant & ourselves have agreed on a course of action to resolve the complaint to the satisfaction of the complainant, even if not completely resolved at 8 weeks.
• When Otelo have reviewed the complaint and published their decision.