Introduction

 

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. When they do, we want to know so that we can put them right as soon as possible.

 

This page explains how to contact us, and our procedures for resolving complaints about sales, billing, fault repair or services. The complaints procedure forms part of our Code of Practice, which is available on request from our Customer Service Helpdesk on 0800 970 1988 .

 

If you have a complaint

Please telephone our Customer Service Team on 0800 970 1988 . Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. If this is impossible, we will agree a course of action with you.

 

You may also send your complaint to us in writing at:

 

Opus Telecom Ltd
The Hopkiln
Bury Court
Bentley
Farnham
Surrey GU10 5LZ

 

Or via an e-mail enquiry to info@opustelecom.co.uk

 

During any discussions, we will protect the privacy of the information that we hold on you. We may have to ask questions to confirm that we are speaking to the right person.

 

Taking your complaint further

If your complaint is not resolved to your satisfaction after this procedure, you can take it further within our company, and ultimately to the Commercial Director.

 

If we cannot resolve the problem, then we will write to you to say so. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Alternative Dispute Resolution scheme of the Telecommunications Ombudsman, Otelo.

 

Useful addresses

Otelo
PO Box 730
Warrington
WA4 6WU
Tel. 0845 050 1614
www.otelo.org.uk

 

 

Ofcom
Riverside House
2A Southwark Bridge Road
London
SE1 9HA

Tel. 0207 981 3000

www.ofcom.org.uk