Complaints Policy

Complaints Policy

Customer Complaints Code

At NICE NETWORK LTD we are committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers, to understand their concerns and respond appropriately. We all accept that things can on occasion go wrong but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

How to raise a complaint

In the first instance you should always feel comfortable contacting the customer services team that manages your account. The representative you speak to will be happy to take the details of your issues and handle your enquiry with the intent of providing a resolution to the matter as quickly as possible. When we open a complaint ticket for you, a unique reference code will be provided for the complaint. To help us get to a solution quicker, can you please ensure that you have the following information ready when you call:

  • Your NICE NETWORK LTD Account Number

  • A contact telephone number, so we can call you during working hours

  • As much detail as you can provide about the issue to help us understand more about the enquiry

  • What you feel we can do to fairly resolve the matter

In the majority of cases we have found we can resolve your complaint first time and to your satisfaction.

Once the most important factor – getting your complaint resolved – is taken care of, the details of your complaint will be reviewed and if we can identify any areas for improvement within the business we will take the necessary action. It is crucial that you understand we really appreciate your participation in this process and we will always be grateful for you taking the time to provide your feedback.

If you remain unhappy with the resolution being offered by the NICE NETWORK LTD representative you are dealing with then you can request that the matter is escalated. A member of the Management Team will review the situation and make contact with you within 48 hours to discuss if anything further can be done to resolve your complaint.

 Complaints Team

On those occasions where a manager is unable to resolve things to your satisfaction, the matter will be escalated further to our dedicated Complaints Team who will undertake a full investigation of all aspects of your account and the circumstances resulting in your complaint.

We aim to resolve all complaints received by the Complaints Team within 10 working days. Should we be unable to provide a suitable resolution for you at this stage – or if 8 weeks have passed since your initial complaint – then, subject to their eligibility criteria, we will provide you the details of our Ombudsman Service. If the matter does not meet their criteria, we will advise you of our final position.

The complaints team can be contacted directly if you feel that matter is of a sufficiently serious or sensitive nature by calling 0191 534 0140.

 Ombudsman Services: Communications

Ombudsman Services: Communications provides an independent service to customers who are not satisfied with the resolution of their complaint. You must make your complaint to Ombudsman Services: Communications within six months of receiving a “Deadlock” letter. If you have not received a “Deadlock” letter you must contact Ombudsman Services: Communications within nine months of issuing a complaint to NICE NETWORK LTD.

Ombudsman Services: Communications

PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600

https://www.ombudsman-services.org/complain-now-communications.html

Ofcom

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.

Our Ongoing Commitment To Service Improvement

Complaints are a valuable resource in shaping the ongoing NICE NETWORK LTD business and service model. ALL complaints raised within a calendar month are discussed as agenda items during our monthly management meetings. Root causes are identified, recorded and continuously monitored so that, as a business, we are aware of any and all areas that we can target to improve and refine our customers experience.