Complaints Procedure

Stage 1

Any customer complaints relating to our service should be made in the first instance to 4Com’s Customer Service department, who will make all reasonable endeavours to resolve any complaints raised. Complaints can be raised by telephoning 0330 444 4444, or emailing customer.services@4com.co.uk or by writing to Customer Services, 4Com plc, 11 Enterprise Way, Aviation Park West, Christchurch, Dorset BH23 6EW.

Stage 2

If you remain dissatisfied with the resolution offered by Customer Services, you may request that the complaint is escalated by telephoning 0330 444 4444 and asking for the escalation team, emailing feedback@4com.co.uk or by writing to The Escalation Team, 4Com plc, 11 Enterprise Way, Aviation Park West, Christchurch, Dorset BH23 6EW.

Stage 3

Any unresolved complaint will be transferred to 4Com Compliance department, who will conduct a detailed investigation of the complaint and provide a formal written response to the customer within 28 days of the complaint being passed to them. This process may include speaking to the customer to document the course of events that had led to a complaint being raised, and/or to request any documented evidence from either the customer or any third party able to assist with the investigation. 4Com Compliance department can be contacted by telephoning 0330 444 4444, emailing compliance@4com.co.uk or by writing to The Compliance Department, 4Com plc, 11 Enterprise Way, Aviation Park West, Christchurch, Dorset BH23 6EW.

Stage 4

If you are not satisfied by the outcome of the complaint investigation, you should write to the Compliance Manager, who will endeavour to provide a resolution or a deadlock letter to you within 28 days.

Stage 5

If you consider we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a deadlock letter from us, you may make a complaint to Ombudsman Services: Communications, of which 4Com are a member company. The Ombudsman Services: Communications is an independent alternative dispute resolution scheme, whose contact details are as follows:

Address:

Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Telephone: 0330 440 1614

Facsimile: 0330 440 1615

Textphone: 0330 440 1600

Email: enquiries@os-communications.org

Website: www.os-communications.org