Code of Conduct

Complaints Handling Process

Crystal Clear Telecom LTD complaint’s handling process ensures that all complaints are thoroughly examined and their validity established. All complaints data is correlated and corrective actions are put in place to ensure a better service to our customers.

Our complaints procedure applies to any activity undertaken by Crystal Clear Telecom (CCT) where the customer considers it to be below satisfactory standard. A customer is required to contact CCT via telephone, Email or letter to first log their complaint;

Crystal Clear Telecom Address – Unit 5, 6 North Place, Poole, Dorset, BH14 0LY

Phone number – 01202 941040

Email – customerservice@crystalcleartelecom.co.uk

If the customer service agent is unable to deal with the complaint in the first instance then they will log it into the company’s database and it will be assigned to a customer service manager.  CCT may ask the customer to put their complaint into writing.

The Customer Service Manager/Director will then investigate the complaint and converse with all relevant departments and the customer. Once a complaint has been fully investigated the Customer Service manager/director will write a response out to the customer outlining CCT views on the matter.

If the customer is not happy with the outcome provided by CCT then they may escalate the complaint to the Directors of CCT. The Directors will then perform an independent review of all the relevant issues, once complete the director will write a final business decision letter to the customer outlining the findings of their review.

All Crystal Clear Telecom complaints will be reviewed and responded to within 6 weeks of the complaint being logged, It will often be completed quicker than this timescale.

 

Alternative Dispute Resolution (ADR) Procedure

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 Ombudsman Services at the following address:

 

Post – Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU
Phone – 0330 440 1614

Email – enquiries@os-communications.org

Web – https://www.ombudsman-services.org

 

Ombudsman Services is an independent dispute resolution service approved by Ofcom. The job of Ombudsman Services is to sort out disputes between communications providers and their customers, investigating complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action needed to put things right.

 

If at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to Ombudsman Services (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.