CUSTOMER COMPLAINTS CODE

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.

HOW TO REGISTER A COMPLAINT

You can contact us by using the following methods:

By phone : Please call our Customer Services Team on 0121 271 0200

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.

Clear Vision 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 http://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. At this point, or if eight weeks have passed since initially making your complaint with no plan of action, you may make a complaint to the Ombudsman Services: Communications, an independent alternative dispute resolution scheme (ADR). We can provide you with details of this service. You can utilise this service at no cost to yourself or your business.

OMBUDSMAN SERVICES: COMMUNICATIONS

Ombudsman Services: Communications provides an independent service to customers who are not satisfied with the resolution of their complaint made. You must make your complaint to Ombudsman Services: Communications within 6 months of receiving a “Deadlock” letter. If you have not received a “Deadlock” letter you must contact Ombudsman Services: Communications within 9 months of issuing a complaint to DMV Communications.

Contact Details for Ombudsman Services: Communications:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614
Email: enquiry@ombudsman-services.org
Website: www.ombudsman-services.org

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.