T&Cs | Complaints procedure
Customer Complaints Procedure
Our code of practice
At InfiSIM we are entirely committed to providing our customers with exceptional service, however we accept that sometimes things can go wrong. We see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the very centre of what we do. To this end, we have outlined below the process to follow when raising a complaint to us, and where you can go for help.
How to raise a complaint
In the first instance you should contact our Support team. Their contact details are:
1. 0333 313 5005
2. support@infisim.com
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. To help us find a solution more quickly, please ensure that you are able to supply us with the following information:
• Your InfiSIM Account Password.
• 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 issue
• 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, and aim to do this within 10 working days.
If you remain unhappy with the resolution being offered, 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.
Executive Resolutions Team
On those occasions where a manager is unable to resolve things to your satisfaction, the matter will be escalated further to our Executive Resolutions Team who will undertake a full review of the circumstances resulting in your complaint.
We aim to resolve all complaints received by the Executive Resolutions Team within 10 working days. Should we be unable to provide a suitable resolution for you at this stage – or if 8 weeks has passed since your initial complaint – then, we will provide you with a letter or email of ‘deadlock’ outlining our final position. Subject to eligibility, we will provide you the details of our Ombudsman Service.
The Executive Resolutions Team can be contacted directly if you feel that the matter is of a sufficiently serious or sensitive nature by emailing resolutions@infisim.com.
Ombudsman Services: Communications
If we are unable to deal with your complaint, Ombudsman Services may be able to help. Ombudsman Services is an independent dispute resolution service to domestic or small business customers who are not satisfied with the resolution of their complaint.
You must contact Ombudsman Services within 12 months of receiving your ‘deadlock’ letter. Their contact details are:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org
Website: www.ombudsman-services.org/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.