COMPANY > ABOUT US
Complaints procedure
Code of Practice on Complaint Handling and Dispute Resolution
Complaints Handling & Dispute Resolution
If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:
By Phone: 01432 367188
By Email: info@redlinetele.com
By Letter: Customer Service, Redline Tele.com Limited, 13 Commercial Road, Hereford, HR1 2BB
Dispute Resolution
If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.
Ombudsman Services
If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from:
Communications Ombudsman
3300 Daresbury Park, Daresbury, Warrington, WA4 4HS
By Phone: 0330 440 1614
By Email: osenquiries@commsombudsman.org
By Website: https://commsombudsman.org
Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
Early Referral to ADR
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.
Useful Addresses
The Ombudsman Services
3300 Daresbury Park, Daresbury, Warrington, WA4 4HS
T: 0330 440 1614
E: osenquiries@os-communications.org
W: www.ombudsman-services.org
Ofcom
Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
T: 020 7981 3040 or 0300 123 3333
E: contact@ofcom.org.uk
W: www.ofcom.org.uk
Phone-paid Services Authority
40 Bank Street London, E14 5NR
T: 0800 500 212 or 020 7940 7474
E: info@psauthority.org.uk
W: www.psauthority.org.uk
Telephone Preference Service
DMA House, 70 Margaret Street, London W1W 8SS
T: 0845 070 0707
W: www.tpsonline.org.uk
Federation of Communication Services (FCS)
Provident House, Burrell Row, Beckenham, Kent BR3 1AT
T: 020 7186 5432
E: fcs@fcs.org.uk
W: www.fcs.org.uk
