Customer Complaints Code

At MoneyPlus Telecoms, we pride ourselves on the service we provide for our customers but we also appreciate that sometimes, things can go wrong.

If this happens and you are unhappy with our service for any reason, we will handle your concerns fairly, professionally and transparently. We have explained this process below.

Making a complaint

If you wish to raise a concern with us, your quickest option is to contact us on 0161 509 4777 so that we can take all of the relevant information and potentially resolve your issue there and then.

If you would prefer to make your complaint in writing, please provide your name and account number as well as your contact information. Please also give us as much detail as possible about the issue you’ve experienced and what you would like us to do about it.

You can send your concerns by email to complaints@moneyplustelecoms.com or by post to Complaints Team, MoneyPlus Telecoms, Riverside, New Bailey Street, Manchester, M3 5FS

What to expect

When you make a complaint, we will ask for as much information as possible and try to resolve your concerns within your initial call if possible or, if not, within five working days.

If your complaint is complex or will take additional time to investigate, we will contact you back with our resolution. We will keep you regularly updated on our progress by phone, email, SMS or post, and will provide our final response within a maximum of eight weeks.

If you are not happy with our decision

We will always try to agree a way forward with you but if you are not satisfied with the result, you can ask us to reconsider. A manager will review your complaint and how we have handled it and provide our final response, taking into consideration all of the information you have provided.

If we are unable to reach an agreement with you on how to resolve your complaint, will provide you with our final response in writing, otherwise known as a Deadlock Letter.

Alternative Dispute Resolution Scheme

We are a member of the Ombudsman Services scheme, who provide a free, independent service to try and resolve customer complaints. They will consider the information provided by both you and us to reach a fair conclusion. You can refer your concerns to the Ombudsman if you have received our Deadlock Letter or if we have failed to provide a response within eight weeks of you making your complaint.

To find out more or to refer your complaint, you can contact the Ombudsman Services at:

omb
Phone: 0330 440 1614
Web: www.ombudsman-services.org/sectors/communications
Post: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU



You do not have to accept the Ombudsman Services’ decision but if you do, it is binding on both you and us.