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 on Customer service: 0333 358 2525. 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.
You may also send your complaint to us in writing at Telefast Services Limited, Fairgate House, 205 Kings Road, Birmingham West Midlands B11 2AA
We will try to resolve your complaint quickly and efficiently and to keep you informed at all times. If your complaint is not resolved to your satisfaction, you can take it further within our company, and ultimately to the Chief Executive Officer at the above address. If we cannot resolve the problem, we will write to you to say so.
If you remain unhappy and wish to pursue your complaint further, if your complaint has been outstanding for more than 8 weeks or you have received a letter from us saying that your
complaint has reached “deadlock”, then you may ask for help from Ombudsman Services PO Box 730 Warrington, Cheshire, WA4 6WU – Tel: 0330 440 1614 – email: osenquiries@os-
communications.org Website: www.ombudsman-services.org/sectors/communications.
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.