Complaints

Complaints Policy

Introduction At No One Internet, we are committed to providing excellent service to our customers. However, we understand that there may be times when we don’t meet your expectations. If this happens, we encourage you to tell us about it so we can resolve the issue and improve our services. This document outlines our complaints policy and procedure.

How to Raise a Complaint If you have a complaint, please contact us through one of the following methods:

1. Email: Send an email to our dedicated complaints team at [email protected].
2. Phone: Call our customer service team on our support line. Details can be found on our website.
3. Post: Write to us at: Complaints Team
   No One Internet
   Basepoint, Pine Grove,Crowborough, East Sussex, TN6 1DH

Please provide the following details when raising a complaint:

• Your name and account details
• A description of the issue
• Any steps you have already taken to resolve the issue
• Your preferred contact method

Our Complaints Handling Process

1. Acknowledgment

   • Upon receiving your complaint, we will acknowledge it within 2 working days.
   • We will provide you with a reference number for tracking your complaint.

2. Investigation

   • A dedicated member of our complaints team will investigate your issue thoroughly.
   • We may contact you for additional information if needed.

3. Resolution

   • We aim to resolve complaints within 10 working days. If this is not possible, we will inform you of the reason for the delay and provide a revised timeline.
   • Once resolved, we will contact you to explain the outcome and any actions we have taken.

4. Escalation

   • If you are not satisfied with the resolution, you can request an internal review by a senior manager.
   • We aim to complete internal reviews within 5 working days of your request.

5. Alternative Dispute Resolution (ADR)

   • If we are unable to resolve your complaint to your satisfaction within 8 weeks, or if you receive a deadlock letter, you have the right to escalate your complaint to the Communications Ombudsman our approved ADR provider.
   • Communications Ombudsman Information:

   • Phone: 03304401614

   • Email: [email protected] 

   • Write to:
P.O Box 730, Warrington, WA4 6WU. 

Best Practices for Handling Complaints At No One Internet, we follow these best practices to ensure all complaints are handled effectively and fairly:

1. Empathy and Professionalism: Our team is trained to listen empathetically and handle complaints professionally.
2. Clarity and Transparency: We communicate clearly, keeping you informed throughout the process.
3. Timeliness: We strive to resolve issues as quickly as possible while ensuring thorough investigations.
4. Confidentiality: Your personal data and the details of your complaint will be handled in accordance with our Privacy Policy.
5. Continuous Improvement: Feedback from complaints is used to improve our services and prevent similar issues in the future.

Your Rights You have the right to:

• Be treated respectfully and fairly.
• Receive a timely response to your complaint.
• Escalate your complaint if you are unsatisfied with the outcome.

Contact Us For any questions or to follow up on an existing complaint, please contact us at [email protected].

Thank you for helping us improve our services. We value your feedback and are committed to resolving any issues you may experience.