Complaints Escalation Process
Prestige Telecom Group are an independent company that deliver communications services to business customers.
While we may not provide all the component parts of our service ourselves, we do take responsibility for services provided to our customers. We will liaise with our suppliers to ensure that any problems with their services are resolved as promptly as possible.
Our structured complaints escalation process provides a clear framework for customers that wish to make a complaint about our service.
If you want to make a complaint you can contact us using one of the methods outlined below. Regardless of how you contact us, please make sure you include as much detail as possible, including your name, the name of the business, account number or the telephone number of the service you are making a complaint about.
Send us an email with the full details of your complaint to email@example.com
Please call: 01329 554 375
Please note, all calls are recorded for quality and training purposes.
Send us a letter with the full details of your complaint to:
E3-E5 Heritage Business Park
If you remain dissatisfied with the resolution offered by our Customer Service team, you can request that the complaint is escalated to our Complaints team by calling us on 01329 554 375 or emailing firstname.lastname@example.org, or by writing to E3-E5 Heritage Business Park, Heritage Way, Gosport, Hampshire, PO12 4BG.
If after we have proposed a further resolution, you are still not happy, you can escalate your complaint to Director Level. One of our directors will then conduct a thorough investigation of the complaint and provide a formal written statement to you within 28 days of the complaint being transferred to the Director Level.
This process may include speaking to you in order to fully document the course of events that led to the complaint and request any documentary evidence from you or third parties, to assist with their investigations.
Once a complaint is at Stage 3, you will be contacted directly by a Director and contact details will be provided to you.
If you consider that we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a letter or email from us saying that we have now exhausted our internal complaints procedure, you may make a complaint to Ombudsman Services: Communications, who is the Alternative Dispute Resolution Scheme to which we are registered.
This service is free of charge and we are bound to comply with the decisions of that scheme.
You can contact the Ombudsman directly at:
Ombudsman Services: Communications
PO Box 730
Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600