COMPLAINT & DISPUTE RESOLUTION
a. Introduction
At Airbytes, we are committed to delivering high-quality telecom services, including broadband, VoIP telephony, web hosting, virtual servers, and dedicated servers. We recognize that occasionally things can go wrong, and when they do, we want to resolve any issues quickly and effectively.
b. How to Contact Us
If you have a complaint, please contact our Customer Service team through one of the following channels:
Email: support@airbytes.net (we aim to reply within 24 hours)
Phone: 01933 833 411
By post: CDR Team, Airbytes Communications Limited, Unit B, Brindley Close, Rushden NN10 6EN
c. Our Complaints Procedure
Acknowledgement: We will acknowledge your complaint within 24 hours of receipt, providing a unique reference number.
Investigation: A dedicated team member will investigate your complaint thoroughly.
Resolution Timeframe: We aim to resolve complaints within 10 working days. If we need more time, we will keep you informed and explain the reasons for the delay.
d. Resolution and Response
Outcome Communication: Once our investigation is complete, we will provide a detailed response outlining our findings, proposed solutions, and any next steps.
Customer Satisfaction: If you are not satisfied with our resolution, you can request further review by a senior team member.
e. Escalation Process
Internal Review: If your complaint is not resolved to your satisfaction, it will be escalated to our management team for a comprehensive review.
External Escalation: If you remain dissatisfied after 8 weeks or a deadlock letter has been issued, you have the right to contact our alternative dispute resolution (ADR) body.
f. Alternative Dispute Resolution (ADR)
Airbytes Communications Limited is a member of the Ombudsman Services: Communications https://www.ombudsman-services.org/communications (you can substitute with another ADR scheme if applicable). This service is free of charge to our customers.
Contact Details:
Ombudsman Services: Communications
Website: https://www.ombudsman-services.org
Phone: 0330 440 1614
g. Continuous Improvement
Feedback Utilization: We use customer feedback to continually improve our services and complaint-handling processes.
Policy Review: Our policy is reviewed regularly to align with industry best practices and regulations.
h. Legal Compliance
Airbytes Communications Limited complies with all relevant laws and regulations, including the Communications Act 2003 and guidelines set out by Ofcom.
