We are committed to providing a high standard of service. However, if you are dissatisfied with any aspect of the Services we provide, you may raise a complaint with us and we will seek to resolve it promptly, fairly and transparently.
How to Contact Us
You can raise a complaint using the following methods:
Tel:
03435386611
Email:
customer.service@poptelecom.co.uk
Live Chat:
Available via our Website at www.poptelecom.co.uk during business hours
Post:
POP Telecom
PO Box 12927
Ingatestone
Essex
CM4 9YW
We recommend submitting complaints in writing where possible so that full details can be recorded and investigated efficiently. Live Chat transcripts, call recordings, and written correspondence may be recorded and retained as part of your complaint record for training, quality assurance, and dispute resolution purposes.
How We Handle Your Complaint
When you contact us to make a complaint:
- We will acknowledge your complaint as soon as reasonably practicable;
- We aim to resolve complaints within ten (10) working days where possible;
- Where further investigation is required, we will keep you informed of progress;
- We will provide a clear response outlining our findings and any proposed resolution.
Information We May Require
To help us investigate your complaint efficiently, you should provide:
- Your account number and contact details;
- A clear description of the issue;
- Relevant dates and supporting information;
- Details of the outcome you are seeking.
You agree to provide accurate and complete information and to cooperate with any reasonable requests we make to assist in resolving your complaint.
Escalation Process
If you are not satisfied with our initial response, you may request that your complaint is escalated for further review.
Upon escalation:
- Your complaint will be reviewed by a senior member of our team;
- We will carry out an independent reassessment of the matter;
- We will issue a final written response.
Deadlock and Alternative Dispute Resolution (ADR)
If we are unable to resolve your complaint to your satisfaction, you may request a Deadlock Letter confirming that no further progress can be made.
Alternatively, if six (6) weeks have passed since you first raised your complaint and it remains unresolved, you may refer the matter to our Alternative Dispute Resolution provider.
POP Telecom is a member of:
CISAS (Communications & Internet Services Adjudication Scheme)
Centre for Effective Dispute Resolution (CEDR)
Website: www.cedr.com
Tel: 02075203814
CISAS is an independent and impartial service which is free of charge to consumers. They will review your complaint and make a binding decision.
Your Rights
Nothing in this section affects your statutory rights. You may seek independent advice at any time, including from Citizens Advice.
Vulnerable Customers
We recognise that some customers may require additional support. If you consider yourself vulnerable or require assistance, please inform us and we will take reasonable steps to accommodate your needs throughout the complaints process.