Code of Practice

Complaints Procedure

If you have a complaint about our organisation we want to hear about it and we will do our best to put it right.

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase customer satisfaction;
  • To use complaints constructively in the planning and improvement of all services.

Who can complain?
Anyone who is:

  • Receiving a service from the Broadband Shack
  • Caring for someone who has a complaint;

How to complain
The Broadband Shack would like to resolve any complaint as soon as possible.

Many complaints can be resolved by simply calling our friendly team at The Shack on 0330 220 21 21. All of our team are highly trained to deal with most of your complaints and should be your first point of contact.

We are open from 00:00 to 00:00 Monday to Friday and 00:00 to 00:00 Saturdays.

By email
You can email your complaint to hello@broadbandshack.com We aim to respond to every complaint within 5 working days.

By letter
If you would prefer to write to us, please address your letter to:

Customer Service Manager
Broadband Shack
1B Long Brook Trading Estate,
Ashton Vale,
Bristol,
BS3 2HW

We aim to reply to every complaint we receive by post within 10 working days. We’ll normally get back to you by phone but will gladly confirm any points in writing if you wish.

Complaint Handling and Escalation
In the majority of cases, the first advisor will be able to resolve your complaint. However, if they are unable to resolve your issue to your reasonable satisfaction, you can escalate your complaint to the Department Manager. If the Manager is not available immediately, they will try to contact you within 3 working days to resolve the complaint with you.

In the rare cases where we have not been able to agree upon a resolution after this escalation, you have the option to request to escalate your complaint process to this point for review by the Head of Department. We request that you do this via email or in writing. Within 10 working days we will then send you our final written response to this review, along with any new recommendations or actions.

 

Alternative Dispute Resolution (ADR) Process

If you are not satisfied with the progress of your complaint, you may ask us to issue a “Deadlock Letter” so that you can take the complaint to our Alternative Dispute Resolution scheme which is operated by the Ombudsman. The Ombudsman is an independent arbitrator who will assess cases for consumers and small businesses and make a judgement for resolution of the issue.

(We may decline to issue a “Deadlock Letter” if we have reasonable grounds to consider we can resolve your complaint in a timely manner and are taking steps to do so; if the complaint can be considered vexatious; or if the subject-matter of the Complaint is outside the jurisdiction of the ADR scheme.)

If 8 weeks have elapsed since the complaint was first raised and you are still not satisfied with our response, you may take the complaint to the Ombudsman

Ombudsman Services
The Brew House
Wilderspool Park
Greenall’s Avenue
Warrington  WA4 6HL
phone: 0330 440 1614
fax: 0330 440 1615
textphone: 0330 440 1600
web: www.ombudsman-services.org
 

Broadband Shack Customer Service Contact Details

Phone: 0330 220 21 21
Email:hello@broadbandshack.com

Address:
Broadband Shack
1B Long Brook Trading Estate,
Ashton Vale,
Bristol,
BS3 2HW

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