Customer Complaints Code

Fleur Telecom is committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers, to understand their concerns and respond appropriately.

We all accept that things can go wrong from time to time but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

How to raise a complaint

There are a number of methods available to you to log a complaint: –

By telephone

In the first instance, please contact our Customer Support team on 0333 320 4020. The representative you speak to will be happy to take the details of your issues and own your case with the intent of providing a resolution to the matter as efficiently as possible.

By email

Email complaints@fleurtelecom.co.uk.

By post

Write to us at: –
Customer Complaints
Fleur Telecom
Hampshire House
Hampshire Corporate Park
Templars Way
Chandler’s Ford
Eastleigh
SO53 3RY

To assist us in resolving your issue, please be sure to include your name, account number and contact number that will allow us to reach you within working hours.
It will also be beneficial if you can provide as much detail about your issue as possible to help us understand the root cause of the complaint and any suggestions you feel we can implement to fairly resolve the matter.

 

What happens next?

We will take the details of your complaint and investigate it. We will aim to resolve any problems that you may have as soon as we possibly can. We always try to solve any problems from the first communication, whether that is a phone call, email, or upon receiving a letter. However, we know that isn’t always possible.

For written complaints we will respond within 14 days of receipt of your letter, for emails we will respond within two working days and for tickets raised in My Account we will look to respond within seven days.

If, once your complaint has been resolved, we have identified any improvements which can be made to our service, we will do our best to implement them.

 

Escalations

Fleur will endeavour to keep you updated whilst your issue is being investigated.

If however your complaint remains unresolved, you may request that it be escalated to our Complaints Team by any of the above contact methods. Our dedicated Complaints Team will undertake a full investigation of all aspects of your account and the circumstances resulting in your complaint.

We aim to resolve all complaints received by the Complaints Team within 10 working days and should we be unable to provide a suitable resolution for you at this stage, or, if eight weeks have passed since your initial complaint – subject to their eligibility criteria – we will provide you with the details of our Ombudsman Service. Or if the matter does not meet their criteria, we will advise you of our final position.

 

Alternative Dispute Resolution (ADR) – CISAS: Communications & Internet Services Adjudication Scheme

Certified by Ofcom, CISAS provides an independent service to customers who are not satisfied with the resolution of their complaint. You can utilise this service at no cost to you if your complaint is unresolved after eight weeks of first contacting us, or if you have been sent a deadlock letter. You should submit your claim by downloading the form on the CISAS website.

Contact Details for CISAS

CISAS
70 Fleet Street
London
EC4Y 1EU
Telephone: 0207 520 3827
Email: info@cisas.org.uk
Website: www.cedr.com/cisas/ 

CISAS ADR