Archives for May,2012

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Complaints Handling Procedure

SMARTINFO LTD
Code of Practice on Complaint Handling and Dispute ResolutionSmartinfo complaints handling SMARTINFO LTD is an independent company that delivers communications services to domestic and business customers in the UK. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

 
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. We take customer complaints very seriously and aim to resolve them quickly and
efficiently.

 
If you have a complaint about any part of our service, please contact our Customer Service Team (or other department or named individual) using one of the following
By phone: 02073779243
By email: [email protected]
By letter: Smartinfo Ltd, Customer Services, 49 Kingdon House, Galbraith Street, London E14 3LP

 
If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that
we are speaking to the right person.

 
If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

 
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, If you are not happy with
progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.

 
If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from The Communications and Internet Adjudication Scheme
The Communication and Internet Services Adjudication Scheme (CISAS): 24 Angel Gate, City Road, London EC1V 2PT
Tel: 0845 1308 170 or 0207 520 3827
e-mail: [email protected]
Website: www.cisas.org.uk

 
(CISAS/ The Ombudsman Services) is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business
customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

 
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active
steps to do so.

 
Useful addresses
Cisas– 24 Angel Gate, City Road, London EC1V 2PT
Tel: 0845 1308 170 or 0207 520 3827
e-mail: [email protected]
Website: www.cisas.org.uk

 
Ofcom – Riverside House, 2a Southwark Bridge Road, London SE1 9HA.
Tel: 020 7981 3040 or 0300
123 3333 email: [email protected]
Website: www.ofcom.org.uk

 
PhonepayPlus (formerly Icstis)- Clove Building, 4 Maguire Street, London, SE1 2NQ.
Tel: 0800 500 212 or 020 7940 7474
Website: www.phonepayplus.org.uk
email: [email protected]

 
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS
Tel: 0845 070 0707
Website: www.tpsonline.org.uk

 
Federation of Communication Services (FCS) – Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT.
Tel: 020 8249 6363
email: [email protected]
Website: www.fcs.org.uk

 
This code has been licensed by The Federation of Communication Services Limited 2012 Licence number C-002835

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Dispute Resolution

If you have a query or dispute you wish to raise – please put it in writing to Smartinfo for us to investigate.

Smartinfo are a member of the FCS (Federation of Communication Services) – if you wish to escalate your dispute, and have a 3rd party advise you.

The FCS is a trade body which can mediate dispute resolution. Please visit www.fcs.org.uk.

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