Complaints Procedure for Customers
At Hull
Fibre Limited, we strive to provide exceptional service to our valued
customers. However, we understand that there may be occasions when you have a
complaint or concern about our products, services, or the way we have conducted
ourselves. We take all complaints seriously and are committed to resolving them
promptly and fairly. This Complaints Procedure provides you with the necessary
information on how to log a complaint and the steps we will take to address and
resolve it.
- Logging a complaint: If you have a
complaint, we encourage you to follow the steps outlined below to ensure
that we have all the necessary information to investigate and address your
concerns:
a. Contact
us: You can lodge your complaint by contacting our Complaints team through one
of the following channels:
- Phone: 01482 574574
- Email: complaints@hull-fibre.co.uk
- Website: https://zfrmz.eu/jIPxmhGJpTEasA3IEQRh
b. Provide
details: When submitting your complaint, please provide the following
information:
- Your name, contact information, and
customer account details.
- A clear and concise description of the
complaint, including relevant dates, individuals involved, and any
supporting documentation.
- Acknowledgment and Investigation upon
receipt of your complaint, we will acknowledge it within 48 working hours.
Our Customer Service team will assign a dedicated complaints handling
officer to investigate your complaint thoroughly. This officer will have
the necessary expertise and authority to address your concerns.
During the
investigation, our complaints handling officer may need to gather additional
information or documentation to better understand the circumstances surrounding
your complaint. We may also need to liaise with other departments or third
parties to gather relevant information.
- Resolution and Communication: We aim to
resolve all complaints within 30 working days. However, complex issues may
require additional time for investigation. If this is the case, we will
keep you informed of the progress and provide you with regular updates on
the status of your complaint.
Once the investigation
is complete, we will communicate our findings and proposed resolution to you in
writing. This communication will outline our understanding of the complaint,
the conclusions reached, and any actions taken or proposed to address the
issue.
- Escalation Process: If you are
dissatisfied with the resolution proposed or provided, we encourage you to
let us know. We will review the matter and, if necessary, escalate it to a
higher level of management for further consideration. We are committed to
reaching a fair and satisfactory resolution to all complaints.
If, after
exhausting our internal complaints process, you remain unsatisfied with the
outcome, you may have the option to refer your complaint to an external dispute
resolution service or regulatory body, depending on the nature of the complaint
and applicable laws or industry regulations.
- Confidentiality and Data Protection: Rest
assured that all complaints and personal information shared during the
complaints handling process will be treated with the utmost
confidentiality and in accordance with applicable data protection laws and
regulations. We will only use the information provided for the purpose of
investigating and resolving the complaint.
We
appreciate your feedback and the opportunity to address any concerns you may
have. Your feedback helps us improve our products, services, and customer
experience. We are committed to learning from complaints and using them as an
opportunity for continuous improvement.
If you have
any questions or require further assistance regarding our Complaints Procedure,
please do not hesitate to contact our Customer Service team at 01482 574574 or hello@hull-fibre.co.uk.
Thank you
for choosing Hull Fibre Limited. We value your trust and loyalty.
Sincerely,
Hull Fibre Complaints
Department