1. Introduction
We at Loop Scorpio are committed to providing our customers
with an excellent level of service. Having said that, we do
of course recognise that we will sometimes get something wrong
or in some other way fall short of your expectations. When
this happens we would like you to contact us in order that
we can (a) do our best to resolve the matter speedily and
to your satisfaction, and (b) review our internal procedures
to see if they can be improved. To help you help us in this
matter, we have produced this Complaints Procedure.
2. Contacting Us
Please feel free to contact us by the method you find most
appropriate. These include:
Telephone
Our main telephone number is 08700 500 259
Email
For general issues you can email us on enquiries@loopscorpio.net.
For issues specific to one of our areas of operation (such
as Ledbury Broadband, Highnam Broadband etc) you can email
us on enquiries@ledburybroadband.co.uk, enquiries@highnambroadband.co.uk
etc.
Whichever method of contact you choose, please be ready to
give us as much information as you can about the nature of
your complaint. We would also appreciate it if you could be
clear from the outset that you wish to raise a formal complaint.
3. Dealing with your Complaint
We have developed the following five step procedure to deal
with, and hopefully resolve, your complaint.
Complaint Initiation
In this step we shall gather as much relevant information
from you as we can on the precise nature of your complaint.
We shall also issue you with a Complaint Reference Number.
Resolution Attempt 1
At the time the complaint is raised, we shall explore whether
or not we are able to suggest, and implement, the necessary
remedial action. Where this is practical, we shall agree with
you the steps we shall implement, and any necessary timescales.
Once the steps have been implemented we shall contact you
to see if the issue has been resolved to your satisfaction,
and if so close the complaint.
Resolution Attempt 2
For issues that cannot be dealt with immediately, we shall
undertake to carry out a more detailed review which will in
turn result in a proposal for remedial action. We shall then
contact you to discuss our proposed action(s) and if agreeable
to you we shall implement them. Once the actions have been
implemented we shall contact you to see if the issue has been
resolved to your satisfaction, and if so close the complaint.
Resolution Attempt 3
Where the first two attempts to resolve the issue have proved
to be unsuccessful, we shall undertake a director-level review
of your complaint, which will result in our final proposal
for remedial action. We shall then contact you to discuss
our proposed action(s) and if agreeable to you we shall implement
them. Once the actions have been implemented we shall contact
you to see if the issue has been resolved to your satisfaction,
and if so close the complaint.
Deadlock
Should we still have failed to resolve the issue to your satisfaction,
we shall issue you with a formal"deadlock letter"
confirming this. The purpose of this letter is to confirm
that we believe that there is nothing further that we are
able to do with respect to your complaint. At this stage,
you may wish to refer your complaint to Otelo, the Telecommunications
Ombudsman, our independent dispute resolution Service.
Otelo
PO Box 730
Warrington
WA4 6WU
Website: www.otelo.org.uk
Email: enquires@otelo.org.uk
Telephone: 0845 050 1614.
Otelo is an independent approved dispute resolution service
and is empowered to resolve customer disputes; we are committed
to this process. Otelo is approved by the communications regulator
Ofcom.
If your complaint has not been resolved by us or our dispute
resolution agency, or you require further information on the
role of Ofcom see www.ofcom.org.uk
or call them on 0845 456 3000.
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