What is the Complaints and Appeals procedure?
This FAQ will detail the 123 Reg Complaints and Appeals procedure
This article outlines our complaints process, detailing what you need to do and how you can get in contact with us.
We are committed to ensuring that our customers receive a high standard of service. We also appreciate that, with a large customer base, sometimes issues arise that need to be addressed. Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints, as it allows us to put things right for you and ensure improvements are made. We aim to do this quickly and efficiently.
Stage 1: Contacting us
If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing the issue with a member of staff. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution.
Stage 2: Escalating your issue
If the agent helping you is not able to assist, please ask to speak to a manager. If a manager is available, they will be happy to talk to you to discuss your case. Managers are available on main working days during business core hours, although they do attend meetings and may not always be available at that time. If a manager is not available, please provide your contact details to a member of staff and our management team will be in touch.
Raising an Appeal
If, after discussing any concerns, you are dissatisfied with the response provided or the way your issue has been dealt with, you can lodge an appeal by writing to the below address, detailing your account details and the outstanding complaint:
Customer Solutions Department
The Shipping Building
Old Vinyl Factory
Although we will do our best to acknowledge your appeal in writing or via telephone, there will be a delay as most of our staff are currently working from home in accordance with government guidance around COVID-19. As such, we recommend that you email us instead.
Please note: if you’re experiencing any technical issues or would like to request a refund, then please get in touch with our Support teams via telephone, ticketing or live chat.
The following email address should ONLY be used for raising an appeal to an existing complaint: firstname.lastname@example.org
Where the issue is particularly complex, it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.