consultancy-icon-menuCUSTOMER COMPLAINTS CODE

Code of practice for complaint handling issued in accordance with The Ofcom Approved Code of Practice for Complaints Handling.

If you prefer you can download our Customer Complaints Code.

Introduction

We try hard 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. When they do, we want to know so that we can put them right as soon as possible.

This code of practice explains how to contact us and our procedures for resolving complaints about sales, billing, fault repair or services. The Code forms part of our Code of Practice. It is available on request from our Customer Service Helpdesk on 0345 450 4600  and from our website – www.infinitygroup.co.uk

If you have a complaint

Please telephone our Customer Service Team or your Account Manager on 0345 450 4600 at any time between 9am and 5.30pm Monday-Friday. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. If this is impossible, we will agree a course of action with you.

You may also send your complaint in writing to us at: Infinity Group, The Coach House, Spencer Mews, Tunbridge Wells, Kent TN1 2PY or via an email enquiry to customerservices@infinitygroup.co.uk

During any discussions, we will protect the privacy of the information that we hold on you. We may have to ask you questions to confirm that we are speaking to the right person and to obtain from you necessary information to consider your complaint in full.

We will keep you updated on the course of your complaint and informed of the timeframes within which either we will respond to you or you are required to communicate with us as we seek to resolve your complaint. We will normally respond to a letter within ten working days, an email within five working days and, if we can’t sort out your complaint when you telephone us, we will call you back within five working days.

Taking your complaint further

If your complaint is not resolved to your satisfaction after this procedure, you can take it further within our company to the Operations Director and ultimately to the Managing Director, again contacted using the information given above.

If we cannot resolve the problem, then we will write to you to say so. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to Ombudsman Services: Communications, an Ofcom approved independent provider of alternate dispute resolution. Ombudsman Services: Communications can only be accessed once 8 weeks have passed since you first made your complaint, but is provided at no cost to you. Ombudsman Services: Communications will need to have heard from you within 6 months of our writing to tell you we are unable to resolve your complaint. In the unlikely case of our not having written to you, you will have up to 9 months to contact Ombudsman Services: Communications.

Please note that Ombudsman Services: Communications do not deal with pricing complaints or with complaints made by larger businesses with more than 10 employees.

Useful addresses

Ombudsman Services: Communications: PO Box 730, Warrington, WA4 6WU, Tel: 0330 440 1614 Fax: 0330 440 1615 Email: enquiries@os-communications.org 

Ofcom: Riverside House, 2A Southwark Bridge Road, London SE1 9HA, Tel: 020 7981 3000.

Federation of Communication Services Limited (FCS): Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 www.fcs.org.uk

The information provided in this code is correct as at February 2016 (the time it was last updated). It is in addition to any other rights you may have under the Terms and Conditions that apply when we supply equipment and/or services to you, but is not part of the contract between us. You can find our Terms and Conditions at www.infinitygroup.co.uk

With effect from 31st March 2016 Infinity Technology Solutions Limited has updated its contractual terms, its complaints policy and its code of practice in line with best practice, including revisions to the Ofcom General Regulations.  The updated terms will apply to all new orders. If you are unsure whether these updates apply to you, please contact customerservices@infinitygroup.co.uk for more information.