Conduct Code

Tetcom Network Services Limited are committed to providing its clients with the highest level of service possible and we hope you never have cause to complain about us or our services. However, we do recognise that sometimes things do go wrong and it may be necessary for you to contact us about a problem.

We take complaints about our services extremely seriously and will address any issues as fairly and as quickly as possible. In the first instance contact our customer service team using one of the following ways:
By email: customerservice@tetcom.co.uk
By phone: on 0844 567 7667 (9am to 5.30pm, Monday to Thursday, 9am- 4.30pm Friday)
By letter: 64 London Road, Southampton, SO15 2AH

If you telephone, 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. If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager.

In the unlikely event that your complaint has not been resolved to your satisfaction and you are still unhappy with the outcome after a period of 8 weeks, or if we’ve investigated the problem fully but reached a deadlock, you have the option of referring your complaint to Ofcom for independent consideration.

The Office of Communications (Ofcom) is the regulator for the UK telecommunications industry. They make sure communications companies meet their obligations under telecoms and competition laws and regulations. Their contact details are:
Post: Office of Communications Riverside House 2A Southwark Bridge Road London
SE1 9HA Phone: 0300 123 3333 or 020 7981 3040 Fax: 020 7981 3333 Website:
www.ofcom.org.uk

We carefully monitor complaints so that we can avoid making the same mistakes again. If something goes wrong, we want you to tell us. Then we can put it right and make sure the same thing doesn’t happen to someone else.
Tetcom Network Services Limited T: 0844 567 76 67 | W: www.tetcomnsl.co.uk | E:
customerservice@tetcom.co.uk

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