| Introduction |
| Sometimes problems happen. If they do, let us know so we can work with you to sort them out. |
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| What to do if you are unhappy |
| If you are unhappy with any service or contract you have with us, please phone us on 0843 232 0011 or email us at contact@vortextelecom.co.uk |
| If you tell us you are not happy with the way we dealt with your enquiry or delivered a service, we will do our best to sort things out immediately. If we cannot do this, we will keep you informed about how long we expect to take to sort the matter out for you. If you are still not satisfied, please ask to speak to a manager. |
| If you prefer, you can write to us explaining why you are unhappy and we will endeavor to respond within 10 working days. The address to write to is: |
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| Vortex Telecom Limited |
| Customer Service Dept |
| The Meridian |
| 4 Copthall Hse |
| Station Square |
| Coventry |
| CV1 2FL |
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| We carefully monitor complaints so that we can avoid making the same mistakes again. If something goes wrong, we want you to tell us. Then we can put it right and make sure the same thing doesn’t happen to someone else. |
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| Independent dispute resolution |
| We are a member of the Telecommunications Ombudsman service. This is an independent dispute resolution service approved by the industry regulator. If you are still unhappy 8 weeks after you have given us the chance to sort out your complaint, you can refer the matter to the Office of the Telecommunications Ombudsman (Otelo). |
| We may agree with you earlier than this that you can refer your complaint to Otelo, if we cannot sort the matter out for you. In this case, we would issue a “deadlock letter”, which allows Otelo to look at your complaint earlier than 8 weeks after you have raised it with us. |
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| Their contact details are: |
| Post:Otelo, PO box 730, Warrington, WA4 6WU |
| Tel: 0845 050 1614 |
| E-mail: enquiries@otelo.org.uk |
| Website: www.otelo.org.uk |
