Draytel is using the Ombudsman Service to resolve customer disputes under our trading name VoIP Services LLP.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
This document explains how customers can complain. It also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution.
If you have a complaint about any part of our service, please contact our Customer Service Team on 0345 557 5570. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. If, however, your problem cannot be resolved during the phone call, we will agree a course of action with you. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person. Alternatively, you may email email@example.com
You may also send your complaint to us in writing DrayTEL, 3 Harbour Exchange Square, Isle of Dogs, London, E14 9GE.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company, and ultimately to the Operations Director at the above address. If we cannot resolve the problem, we will write to you to say so.
If you remain unhappy and wish to pursue your complaint further, if your complaint has been outstanding for more than 8 weeks or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from Ombudsman Services on 0330 440 1614 or see: https://www.ombudsman-services.org/sectors/communications
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). We may decline to do this if we believe we will shortly resolve your complaint and are taking active steps to do so.
Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service at no cost to consumers. Ofcom approved ADR resolve 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.