Complaints Procedure

Complaints (Udated January 2017)

MT Telecom – The Old Sunday School, Shutecombe Terrace, Bere Ferrers, Devon PL20 7JZ

Complaints I am committed to ensuring that complaints will be investigated quickly, fully and fairly.All of my customers must be confident that I take all complaints seriously and feel that they are able to make a complaint with ease and that during any investigation, my customers are listened to, respected and kept informed at all times. Any deficiency in my working practices found following the investigation of a complaint will be acted upon as soon as possible.

Buy With Confidence As a Buy With Confidence member, MT Telecom will use Resolver to offer one route for consumers to make complaints about my business, it will not replace any of the other routes, but I encourage consumers to use Resolver as a first step.

The service is free to use for all parties and offers a number of advantages:

  1. It helps you, the consumer, approach complaints in a logical way
  2. It records all correspondence between both parties
  3. Evidence from other organisations which use Resolver show that it increases the number of complaints resolved
  4. If a complaint is escalated, the information is recorded in one place and in chronological order

A written acknowledgement of the receipt of the complaint will be sent to the customer within 3 working days, then a full response as soon as is practicably possible following the investigation process.
A record will be kept of all complaints which will include full details of the investigation and any action taken.

If your complaint is not resolved, a further letter will be sent explaining the next steps you may take.