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.
A copy of this complaints code can be provided in hard copy, or emailed upon request, free of charge.
We are committed to do what is reasonably possible to communicate in the best format for you. Copies of our bills, codes of practice and product information are available in braille and in large print. Please phone 0333 320 4020 for more information.
How to raise a complaint
There are a number of methods available to you to log a complaint: –
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.
Write to us at: –
Hampshire Corporate Park
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.
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
70 Fleet Street
Telephone: 0207 520 3827
Customer Rights Regarding Sales and Marketing of Mobile Services – Summary of General Condition 23
Fleur Telecom and all other UK communications providers are regulated under Ofcom’s General Conditions of Entitlement. These regulations apply to anyone who provides an electronic communication service or an electronic communications network.
More specifically, General Condition 22 regulates how communications providers are able to market and sell fixed-line telephony services to customers. Full details of General Condition 22 are available by clicking here: https://www.ofcom.org.uk/__data/assets/pdf_file/0027/86274/General_Condition_22_Service_migrations_and_Home-moves.pdf
General Condition 23 regulates how communications providers are able to market and sell mobile telephony services to customers. Full details of General
A copy of these General Conditions is available free of charge on request.
To view a summary of General Condition 23, please click here.