At SY Comms Ltd, we are committed to providing excellent service. However, we recognise that sometimes things can go wrong. This policy explains how you can make a complaint, how we will handle it, and your rights if you are not satisfied with our response.
How to contact us
You can raise a complaint with us in the following ways:
Phone
01743 667419
Billing Complaint: billing@sycomms.co.uk
Contract Complaint: complaints@sycomms.co.uk
Support Complaint: support@sycomms.co.uk
Post
SY Comms Ltd,
Jupiter House,
Shrewsbury Business Park
SY2 6LG
What happens next?
Step 1: Acknowledgement
We will acknowledge your complaint immediately if raised by phone, or within 1 working day if received by email/post.
You will be given a complaint reference number.
Step 2: First Line Resolution
Wherever possible, our customer service team will resolve your complaint straight away.
If we cannot resolve it immediately, we aim to provide a resolution within 5 working days.
Step 3: Escalation
If you are not satisfied, your complaint will be escalated to our dedicated Complaints Team.
They will carry out a full investigation and provide a substantive response within 10 working days.
Step 4: Final Response
If we are unable to resolve your complaint quickly, we will continue working with you towards a resolution.
In any event, we will send you a final response (deadlock letter) within 8 weeks of your initial complaint.
This will explain our final position and any remedy we are offering.
If you’re still not satisfied
If your complaint is not resolved within 8 weeks, or you receive a deadlock letter and remain unhappy, you can escalate it to an independent Alternative Dispute Resolution (ADR) scheme.
We are a member of the Communications Ombudsman
ADR is free of charge for you to use.
They will review your complaint and make a binding decision.
Contact details for the Communications Ombudsman are:
https://www.commsombudsman.org/
Your Rights
You have the right to escalate to ADR after 8 weeks from first raising your complaint, or earlier if you receive a deadlock letter.
We will always comply with any decision made by the ADR Scheme.
You may also seek independent advice from Citizens Advice or Ofcom.
