Complaints Procedure

We work hard to ensure all our customers receive exceptional service and care so they can make the most of their telephone system. We understand, however, that despite our best efforts, errors can occur and issues may arise. Therefore, to ensure we can rectify these as comprehensively as possible, please see our complaints procedure below that we hope will ensure complete resolution and prevention for future error.

Stage 1

Please contact 4Com on the initial instance to log your complaint. This can be done by letter or email:

Customer.service@4com.co.uk
4Com PLC
Loewy House
11 Enterprise Way
Aviation Park West
Christchurch
Dorset
BH23 6EW

Your complaint will be assigned to the relevant department whereby the team will look to address your concerns and resolve in a prompt fashion. On receipt of your official complaint, we will endeavour to send a receipt response within one working day and will provide you with a contact point for future communication.

Stage 2

An investigation will then begin, following which, we will provide our response. We will make every effort to respond as quickly as possible, but dependant on the complexity of the complaint and the resource required, this can take up to 10 working days.

Stage 3

If you do not feel satisfied at this stage, with our response, the complaint will be escalated to Management level and they will confer with our Customer Service team. This final response will be issued within 10 working days.

Stage 4

At this point if you are still not satisfied with our final response or 8 weeks have passed since we were in receipt of your official complaint, you are at liberty to seek an alternative dispute resolution with the Communications Ombudsman.

https://www.ombudsman-services.org/sectors/communications

Telephone: 0330 440 1614

Post: Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Email: osenquiries@os-communications.org