‘We want nothing more than to provide a reliable service and have happy customers who receive a great customer experience.
We also recognise that despite our best efforts, we may not always get this right first time. We’re grateful to you for taking the time to let us know, so that we have the chance to put things right.’
– Claire Simpson – Customer Services Director
How to Make a Complaint
All complaints are to be made in writing.
You can initiate a complaint by emailing us, writing to us or completing the contact us button on our website. We do not differentiate complaints by how they are raised so please use your preferred contact method for making your complaint:
|Write to:||Customer Services
Unit 6 The Concept Centre
How we will take care of your complaint once received
We adopt a four stage process for looking after your complaint
Our preference is to respond to you by email, however if you prefer an alternative method of contact please inform us when making your complaint.
We recognise that some of our customers may be vulnerable or need extra help with their service or to raise a complaint. Our staff are trained to recognise such circumstances and we encourage additional authorised account holders to be added to the account as well as using the most appropriate means of communication for the circumstance.
Stage 1 – Front line investigation and resolution
Our support team and customer services team take care of complaints in the first instance. The team responsible for looking after your complaint will be determined by the nature of your complaint.
We will acknowledge your complaint within 3 working days of receipt.
We aim to resolve all Stage 1 complaints within 10 working days. In exceptional circumstances it may take longer than 10 days, we will keep you informed if a time extension is required.
We will provide a full written response to you.
Stage 2 – Next Steps and Investigation
If you are not satisfied with our stage 1 response, please contact our Customer Services Director on firstname.lastname@example.org. Please include details of the Stage 1 investigation and resolution. The Customer Services Director will investigate and respond within 15 working days.
Stage 3 – Independent External Review
You have the opportunity to escalate your complaint for issues that we are unable to resolve at the front line or by investigation. We are members of the industry body representing wireless networks, UKWISPA. If you wish to escalate your complaint to this organisation we will give them a summary of the case to date and provide you a copy of the summary together with their contact details so you can directly monitor the progress of your case.
UKWISPA is committed to providing a response within 2 weeks of being notified of the detail of the complaint.
Phone: 03333 660036
Address: Member Complaints, UKWISPA, 4 Croftside Court, Cullingworth, Bradford, BD13 5DE
Stage 4 – Access to Alternative Dispute Resolution
If you disagree with the Independent External Review then you have then have the opportunity to further escalate your complaint to the Alternative Dispute Resolution Scheme (ADR).
ADR: Ombudsman Services
Phone: 0330 440 1614
Address: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU
This should be read in conjunction with our Code of Conduct.
Our complaints procedure complies with section C4 and C5 of OFCOM’s customer complaints code guidance dated 30 July 2018. OFCOM class WideFM limited t/a Juice Broadband as a ‘Communications Provider’ and as such a ‘Regulated Provider’.