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Complaints Procedure

At 4Com we always work hard to ensure all our customers receive exceptional service and care, so they can make the most of their telephone system.  We hope you will never have a reason to complain about us. However, we understand that despite our best efforts, errors can occur, and issues may arise. If this is the case, we would like to hear from you and have the chance to resolve the matter with you.  Please see below for the ways in which you can get in touch with us.

Step 1: Let us know your concerns

You can let us know of your concerns by:

Email:          [email protected]


Customer Services
4Com Technologies Ltd
One Lansdowne Plaza
24 Christchurch Road

To help us investigate your concerns as efficiently as possible, please outline the issues you have experienced in your email or letter.

Telephone     01202 592 344

You will speak to one of our Customer Services team members who will be able to listen to your concerns and open a case for investigation.

Step 2: Investigation and Response

Following your contact either via phone, email or post, we aim to provide a receipt response within 1 working day, acknowledging your case, providing a reference and a time frame to resolve your complaint. 

We will make every effort to respond as quickly as possible, but depending on the complexity of the complaint and the resource required, this can take up to 14 working days.

Step 3: Outcome

We hope that our response satisfies your complaint fully and we can reach a resolution.

If for any reason, this is not the case and you are still not satisfied with our response and 4Com have provided our final position (and you have 10 or fewer employees) you can request an Alternative Dispute Resolution (ADR) letter, whereby you can approach the Ombudsman: Communications of which we are a member, for an independent review

Equally, if 8 weeks have passed since logging your complaint and there is yet to be a satisfactory resolve, an ADR letter will be issued by 4Com enabling you to log a case with the Ombudsman.

The Ombudsman: Communications offers an independent, alternative dispute resolution service which is free for you to use.

  • 4Com will issue an ADR letter when the following cumulative criteria are met:
  • 4Com has provided a response to our investigation into your complaint;
  • You have told 4Com that you do not believe our response has resolved your complaint to your satisfaction
  • 4Com have provided a final response and do not intend to take further steps

It’s important to note that in accordance with the Financial Conduct Authority’s Dispute Resolution Complaints Forwarding rules 1.7, complaints made to the funder of the Lease Agreement but which refer to the equipment or selling of the equipment will be referred to the supplier so that it may be dealt with in accordance with their internal complaint handling procedures.

If you do wish to raise a complaint with regards to the equipment or any aspect surrounding the sales process, please refer to 4Com’s complaints procedure.

Ombudsman Contact Details

Please see details below for the Ombudsman

Name: Communications Ombudsman
Email: [email protected]
Phone: 0330 440 1614 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Post: Communications Ombudsman
           P.O. Box 730
           Warrington, WA4 6WU

Finance and Leasing Association

Name: Finance and Leasing Association
Website: /
Email: [email protected]
Phone: 020 7836 6511
Post: 3rd Floor
11 Ironmonger Lane