Complaints Procedure

Here 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 and 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              customer.services@4com.co.uk

Post:

Customer Services
4Com Plc
One Lansdowne Plaza
24 Christchurch Road
Bournemouth
Dorset
BH1 3NE

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 go through our Complaints Procedure Form over the phone with you.

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 dependant 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, your complaint will be escalated internally whereby a further response will be provided.

At this point, if you are still not satisfied with the outcome, you can request an ADR letter, whereby you can approach the Ombudsman: Communications of whom 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, you can also 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 our 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

Ombudsman Contact Details

Please see details below for the Ombudsman

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

Telephone: 0330 440 1614

Post:

Ombudsman Services: Communications,

3300 Daresbury Park

Daresbury

Warrington

WA4 4HA

Email: osaccountmanagers@ombudsman-services.org