Complaints Procedure

iCS Communications is always interested in customers feedback.  We are committed to providing our customers with exceptional service. From time to time, things may not meet customers expectations. When this is the case we want to know as early as possible to enable us to correct any issues as quickly as we can, and if appropriate put suitable preventative measures in place.

If you feel cause to compain then you can use one of the methods below:

  By phone

Please call our Network Services Team on 01344 870 850

This team will try to resolve your issue whilst you are on the call. If we are unable to resolve at first point, the appropriate escalation path will be followed to ensure the speediest resolution to your complaint

 By email

Please feel free to email us using the address below. Please include your company name, your contact details stating the telephone number of the service you are complaining about. complaints@icscomms.co.uk

 By letter

We will also accept any complaints in writing. Please send your letter to the address below including your company name, your contact details stating the telephone number of the service you are complaining about.

iCS 1989 Ltd
T/A iCS Communications
1 Minster Court,
Tuscam Way,
Camberley,
Surrey,
GU15 3YY.
UK


The Complaints Process

Our aim is to resolve any problem you may have to your satisfaction. If we are unable to achieve this in the initial discussion we will agree a plan of action with you.

If you are unhappy with the resolution proposed by the Network Services Team, your complaint will be reviewed by the Operations Manager. They will work with you to identify a satisfactory solution.

If the Operations Manager is unable to provide a satisfactory resolution, they will discuss your complaint with a one of the iCS Directors.

 Timescales and Next Steps

We aim to resolve your complaint within 10 working days of receipt. We will keep you updated throughout the progress of the complaint, at regular & agreed intervals.

If iCS are unable to resolve the complaint to your satisfaction, inline with industry standard, we will issue a “Deadlock” letter, that states we are unable to reach a satisfactory resolution. At this point, or if eight weeks have passed since initially making your complaint with no plan of action, you may make a complaint to the Office of the Telecommunications Ombudsman, Otelo, who operate an independent alternative dispute resolution scheme.

Otelo can be reached here:

Otelo
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614 or 01925 430 049
Fax: 0330 440 1615 or 01925 430 059
Text phone: 0330 440 1600 or 0845 051 1513

Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk 


  iCS are governed and abide by the rules and regulations laid down by the regulatory body for the communications industry - Ofcom www.ofcom.org.uk