FreeClix Customer Complaints Code for Residential and Small Business Customers
As hard as we try, we might not always get it right. Your complaints give us a chance to put things right and help us improve our service to other customers in the future. This customer complaints code gives you clear and useful information about what you can do if you’re not happy.
It tells you:
- How you can complain.
- What we’ll do and when.
- What you can do if you’re still not happy.
Hard copies are available and free on request. Make sure you include the account number and or telephone number of the service you’re complaining about and the UK address you would like the code sent to.
The information provided in this code is not contractual and is in addition to any other rights you may have under the terms and conditions that apply when we supply services and equipment to you. You can find these terms at http://www.freeclix.com/terms-conditions/
How do I make a complaint?
We are committed to giving you the highest quality of service, even so, things can go wrong. When they do, we want to know so we can put them right as quickly as we can. If there’s anything you’re unhappy with, you can contact our team in the following ways and we will attempt to resolve your complaint as quickly as possible:
Email complaints should be sent to: complaints@freeclix.com
We aim to acknowledge to every complaint we receive by email within 5 working days.
Post
Our address is: FreeClix Limited, Quartermaster House, Dewing Rd, Rackheath, Norfolk, NR13 6PS.
We aim to reply to every complaint we receive by post to this address within ten working days from receipt.
What information do I need to include?
Please include the following information to help us investigate your complaint fully:
- The date the problem occurred.
- The names of any representatives or team managers you may have dealt with.
- The nature and reason for your complaint. Please include detail of the obligations you feel we have not met.
- Your full name and full address including postcode.
- Your telephone number and email address.
What we’ll do and when.
Our aim is to solve any problem to your complete satisfaction, and our team will try to do this as quickly as possible. We’ll try to sort out your complaint as quickly as possible, but whatever happens, we’ll respond and try to keep you regularly updated if it’s going to take a while to check into things. We will let you have our final response as soon as possible and not later than eight weeks.
Our investigation will take into account the information you provide in your complaint. We will review any supporting information, this may include photos, checklists, phone recordings or helpdesk correspondence.
If our helpdesk team member can’t sort out your complaint, we’ll review it and escalate the complaint to an appropriate level within the company. We settle most complaints by this stage but, if not, we’ll explain our position in writing.
You can write to us and ask for our operations manager to review your complaint at any time if our helpdesk team member hasn’t been able to help and hasn’t already offered to refer things to the Operations Manager.
If you don’t feel your complaint has been resolved via our helpdesk or Operations Manager, please ask for your complaint to be escalated to the Performance Director. The Performance Director will investigate your complaint and will then aim to contact you within 10 working days.
If you are still not satisfied after the Performance Director review, you can ask to escalate your complaint to our Managing Director’s office. The Managing Director will provide a final response within ten working days.
Closing a Complaint
We will consider a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any statutory or contractual rights.