COMPLAINT PROCEDURE
Complaint resolution procedures
At Red Sky we aim to deliver a consistently good experience to all of our customers, at all times. We’re really sorry if you feel that we’ve let you down; we want to resolve this for you. How to raise a complaint A complaint can be made through any of the following channels: Your name and account number • A contact number and email or postal address • In the unlikely event that we are unable to resolve your complaint within eight weeks, you may wish to take your complaint to the Ombudsman. The Ombudsman’s role is to independently handle disputes between companies and customers; its contact details are listed below.
How to get in touch
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, a summary of the issue with as much detail as possible • A copy of any emails/letters that relate to the complaint.
If you can’t raise a complaint yourself, you can ask someone with access to your information to do it on your behalf. If you’d like a free paper copy of the Complaints Code, you can request one at any time. You may also request for a copy in braille, large print or audio CD as required.
By email
Send us an email with the full details of your complaint to complaints@redskytelecom.com.
By Telephone
From the UK: please call 0330 333 9293
From abroad: please call +44 330 333 9293
Please note, all calls are recorded for quality and training purposes. Calls are free from most mobiles and charged at local rate from landlines.
By Post
Send us a letter with the full details of your complaint to:
Red Sky Telecom Ltd
Building 7
Queens park
Queensway North
Team Valley Trading Estate
Gateshead
Tyne & Wear
NE11 0QD
What we will do
What will happen next We will acknowledge your complaint within 1 working day of receipt (responses provided by post may take longer). Your complaint will be assigned to a Customer Service Manager, who will investigate and provide you with regular updates during the course of the investigation, with the aim of resolving your complaint within five working days.
If you are still unhappy
You can escalate your complaint to our Elite Business Solutions Team at any time if you feel the matter is unresolved and requires further attention. If after they have notified you of their conclusion, you feel you are still not happy, you can escalate the matter further to the Management team for a final review.
We can only close your complaint if you have confirmed you are happy that your issue has been satisfactorily resolved.
Alternatively, we will also mark your complaint as resolved if you do not respond to us for 28 days or more.
If we are still working on your complaint after eight weeks or we have reached a point where we can no longer help and have reached deadlock, we will point you in the direction of the Ombudsman, 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
Warrington
WA4 6WU
Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600