Code of Practice on Complaint Handling and Dispute Resolution
Holker Network Solutions Ltd is a company that delivers communications services to domestic and business customers. While we may not provide all the component parts of our services to domestic and business customers, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact our Customer Team using one of the following:
Phone: (From 9am until 5pm Monday-Friday) 01282 859806
Letter: Holker Network Solutions Ltd, Holker Business Centre, Burnley Road, Colne BB8 8EG.
During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions that confirm we are speaking to the right person.
If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
We will try and resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible, we will write to you to say so.
If it has been more than 8 weeks from the date you first contacted us to complain or if you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from:
The Ombudsman Services – Communications (formerly Otelo) – PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 01925 430870 or 0845 050 1614 email: firstname.lastname@example.org (mailto:email@example.com) Website: www.otelo.org.uk (https://otelo.org.uk)
The Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communication providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree on an early referral to ADR (i.e that we issue a deadlock letter). However, we may decline to do so if we believe we will shortly resolve your complaint and are taking active steps to do so.
Ofcom – Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333. Email: firstname.lastname@example.org
(mailto:email@example.com) Website: www.ofcom.org.uk (https://www.ofcom.org.uk)
PhonepayPlus – Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 020 7981 3040 or 0800 500 212 or 020 7940 7474. Website: www.phonepayplus.org.uk (http://www.phonepayplus.org.uk). Email: info@firstname.lastname@example.org (mailto:info:phonepayplus.org.uk)
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS. Tel: 0845 070 0707. Website: www.tpsonline.org.uk (https://www.tpsonline.org.uk)