Legal & policies

Here you will find all our legal documents & policies which affect how you use our services.

Complaints procedure

We are committed to providing outstanding communications solutions to our customers and take great pride in creating a positive customer experience.

If you are dissatisfied in any way we want to hear from you as soon as possible so we can have the opportunity to help you. We hope you’ll never need it, but you can find our complaints procedure below should you need to make a complaint.

Step One - Letting us know

To contact us with a complaint you can reach us by email at support@dial9.co.uk or by phone on 01202 912 444. We ask that you provide your name, company, account number, and a full description of your complaint, along with your contact details so we can get back to you. Once we have received this information we will do our best to resolve your issue as soon as it is received, otherwise we will respond by close of business on the next working day. Should it take a little longer, we will keep you up to date every day until a solution has been found.

Step Two - Escalating your complaint

If you are unhappy with how our team are handling your complaint you can escalate it at any time to the management team, who will respond within two working days.

Step Three - Further support

Once you have submitted a complaint, we have eight weeks to resolve it. If you are still unhappy after this period you can escalate it to the Communications Ombudsman.

Post:

Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU

Phone:

0330 440 1614

Fax:

0330 440 1615

Email:

enquiries@os-communications.org

Online:

www.ombudsman-services.org