Table of Contents

The Purpose of our Code

Who This Code Applies To

What Can I Complain About?

Getting in Touch

By Phone

By Email

By Letter

Outcome of Our Investigation

When You Can Use Alternative Dispute Resolution (Ombudsman Services)

Ombudsman Services

Help for Disabled and Vulnerable Customers

Where to Find this Code

Definitions

Updated 07/02/2022

The Purpose of our Code

We aim to provide the very best customer service. However, we recognise that sometimes things can go wrong, and when they do, we want to put them right for you as quickly as we can.

Who This Code Applies To

This Code applies to Public Electronic Communications Service provided to Consumers, Microenterprise, Small Enterprise and Not-For-Profit Customers.

What Can I Complain About?

Your complaint can be about:

  • the services we provide to you;
  • how we handle complaints; or 
  • the level of customer service.

We may close a complaint if we reasonably believe it to be frivolous or vexatious.

Getting in Touch

You can contact us 24 hours a day, 7 days a week.

By Phone

By phone on 0208 090 1290.

We hope to be able to deal with your complaint to your satisfaction then and there.  If that is not possible a member of our customer service team will investigate your complaint further and respond within 10 working days.

By Email

Email us at support@wifinity.co.uk. 

You’ll need to include:

  • your name;
  • your account username;
  • your account number;
  • a contact telephone number;
  • details of the complaint.

A member of the team will investigate your complaint and respond within 10 working days.

By Letter

Please write to: 

Wifinity, 1 Kingsmill Business Park, Chapel Mill Rd, Kingston upon Thames, KT1 3GZ.

You’ll need to include:

  • your name;
  • your postal address;
  • your account username;
  • your account number;
  • a contact telephone number;
  • details of the complaint.

Once we receive your letter, a member of the team will investigate your complaint and respond within 10 working days.

Outcome of Our Investigation

A member of the team will investigate your complaint and respond within 10 working days. 

We may consider it reasonable to conclude that a complaint has been resolved to your satisfaction if we promptly told you about the outcome of our investigation and you do not let us know within 28 days that you believed that the complaint remains unresolved.

On request, we will tell you the outcome of our investigation outcome via a specific written format such as in an email or in a letter. We will also provide it in another suitable format to any relevant customer who is blind or whose vision is impaired including larger print, braille or alternative electronic format.

When You Can Use Alternative Dispute Resolution (Ombudsman Services)

If you are not happy with our handling of your complaint then you can use Alternative Dispute Resolution.

You can do so if we did not previously reasonably conclude and inform you promptly that your complaint had been resolved to your satisfaction because you did not let us know within 28 days that you believed that the complaint remained unresolved.

In this case you can go to Alternative Resolution if:

1/ we have sent an Alternative Dispute Resolution letter to you; or 

2/ if 8 weeks have passed since we received your complaint and it has not been resolved to your satisfaction.

Note that we will immediately issue an Alternative Dispute Resolution letter to you if all of the following criteria are met:

  • we told you about the outcome of our investigation into the complaint;
  • you have told us that you consider that the proposed outcome does not resolve the complaint to your satisfaction; and
  • we do not intend to take additional steps to resolve the complaint.

Also note that we will send you an Alternative Dispute Resolution letter to you if your complaint remains unresolved after 8 weeks since we received it, unless we have already sent you such a letter.

Ombudsman Services

Ombudsman Services is the Alternative Dispute Resolution body used by Wifinity. It is approved by Ofcom and provides an independent, free of charge service for customers who are not satisfied with the final outcome of their complaint after speaking to their provider.

Ombudsman Services does not deal with complaints regarding:

  • commercial policy (for example, concerning our prices, broadband, availability, or a decision made by us to refuse to provide a service following our fraud or credit checks); 
  • business customers with more than 10 employees.

Ombudsman Services’ contact details are:

Ombudsman Services, Communications, P.O. Box 730, Warrington, WA4 6WU.

Phone: 0330 440 1614

Text phone number: [0330 440 1600]

Fax number: [0330 440 1615]

Email: enquiry@ombudsman-services.org

Website: https://www.ombudsman-services.org

Help for Disabled and Vulnerable Customers

If you are disabled or in a vulnerable situation and you need extra help to make or deal with a complaint then please let us know. 

If you want a copy of our Complaints Code in a different format, we will, free of charge, for customers who are blind or who have visual impairments, provide it in large print, braille and on audio CD on request from our customer services team:

Phone: 020 8090 1290

Email: support@wifinity.co.uk

Where to Find this Code

On our website at https://wifi-support.wifinity.co.uk/en/articles/3220631-complaints-policy-and-procedure

A copy will be provided in hard copy or other format on request free of charge. For customers who are blind or who have visual impairments we will provide it in large print, braille and on audio CD. Please contact our customer services team for a copy on 0208 090 1290.

Definitions

‘Consumer’ means any natural person (non-legal person) who uses or requests a Public Electronic Communications Service for purposes which are outside his or her trade, business or profession.

‘Microenterprise or Small Enterprise Customer’, in relation to a Communications Provider which provides services to the public, means a Customer of that provider acting in the course of a business which is carried on by that Customer, and for which not more than 10 individuals work (whether as employees or volunteers or otherwise), but who is not himself a Communications Provider.

Updated 7th February 2022

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