Customer Complaints Code

Clearvision Customer Complaints

How to Register a Complaint

At Clear Vision Communications we are committed to providing you with exceptional customer service. We accept, at times, things may not be to expectations of our customer. When this is the case we do want to know so we can correct any issues as quickly as we can and put preventative measures in place.
You can contact us by using the following methods:

By phone : Please call our Customer Services Team on 0121 271 0180

The team will try to resolve your issue whilst you are on the call. If we are unable to resolve at first point, the appropriate escalation path will be followed to ensure the speediest resolution to your complaint

By letter : If you prefer to write, please send your letter to the address below. Make sure you include the account number and telephone number of the service you are complaining about.

Clearvision Communications Ltd, Fairgate House, 205 Kings Road, Tyseley, Birmingham, B11 2AA

We prefer to contact you by phone but will gladly confirm any particular points in writing, should you prefer.

By email: complaints@clearvisioncomms.co.uk

Via our website at www.clearvisioncomms.co.uk

The Next Steps

Our aim is to resolve any problem you may have to your satisfaction.

If our Customer Service Agent is unable to achieve this on the initial call we will agree a plan of action with you.

If you are unhappy with the resolution proposed by the Customer Services Agent, your complaint will be reviewed by the Team Leader. He or she will work with you to identify a satisfactory solution.

If the Team Leader is unable to provide a satisfactory resolution, they will discuss your complaint with a Customer Operations Manager

If the Customer Operations Manager is unable to resolve the complaint to your satisfaction, it will be reviewed by our dedicated Complaints Management Team.

We aim to resolve your complaint within 10 working days of receipt. We will keep you updated throughout the progress of the complaint, at regular & agreed intervals.

If the Complaints Management Team is unable to resolve the complaint to your satisfaction, we will issue a “Deadlock” letter, stating we are unable to reach a satisfactory resolution.

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.