Telecoms Complaints Procedure

Telecoms Complaints Procedure

We understand that things can sometimes go wrong and in recognition of that, we have produced a 5 stage complaints procedure:

Stage 1

Any customer complaints relating to our service should be made in the first instance to our Customer Service Department, who will make all reasonable endeavours to resolve any complaints raised. Complaints can be raised by telephoning 0161 946 4444, faxing 0161 946 4445, emailing or by writing to Customer Services, Unicom, No. 1 Dovecote, Old Hall Road, Sale M33 2GS.

Stage 2

If you remain dissatisfied with the resolution offered by customer services, you can request that the complaint is escalated by telephoning 0161 946 4444 and asking for the escalation team, faxing 0161 946 4445, emailing or by writing to The Escalation Team, Unicom, No. 1 Dovecote, Old Hall Road, Sale M33 2GS.

Stage 3

Any unresolved complaint will be transferred to the Customer Resolution Department, who will conduct a detailed investigation of the complaint and provide a formal written response to the customer within 28 days of the complaint being transferred to the Customer Resolution Department. This process may include speaking to the customer to document the course of events that led to the complaint and request any documentary evidence from the customer or third parties, to assist the Customer Resolution Department with their investigation. The Customer Resolution Department can be contacted by telephoning 0161 946 4995, faxing 0161 946 4445, emailing or by writing to The Customer Resolution Department, Unicom, No. 1 Dovecote, Old Hall Road, Sale M33 2GS.

Stage 4

If you are unhappy with the outcome of the investigation by the Customer Resolution Department, you should write to the Customer Resolution Manager who will review your account and aim to provide a satisfactory resolution.

Stage 5

If you consider we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a deadlock letter from us, you may make a complaint to Ombudsman Services: Communications, of which Unicom is a member company. The Ombudsman Services: Communications is an independent alternative dispute resolution scheme, whose contact details are as follows:

Address: Ombudsman Services: Communications P.O. Box 730 Warrington WA4 6WU
Telephone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600

Unicom aims to resolve all complaints to the satisfaction of the customer. This must be balanced against an obligation to any staff member concerned and to the commercial reality of the customer’s contractual obligations. Compensation will be considered where appropriate, if genuine fault can be established.

Unicom also comply with the Ofcom General Conditions. Switching is covered by General Condition C7 which can be found here and Mobile Sales & Marketing is covered by General Condition C8, a summary of which can be found here.

If your complaint is not related to your Telecoms supply with Unicom, please return to the Unicom Complaints Zone for more information.