Issued: 11 April 2023
We are Rebel Broadband UK Limited, a company with registration number 13761072, having its registered office at 5 New Street Square, London, England, EC4A 3TW (“Rebel Internet”, “us”, or “we”). We wish to provide you with the highest quality of service possible and take complaints extremely seriously. If you feel that we haven’t done this, then we would like you to let us know. This Complaints Code sets out our policy and procedures for the handling of any complaints. We have developed this Complaints Code to ensure that all complaints are handled as efficiently, effectively, and as fairly as possible. The aim of this Complaints Code is to explain how to go about making a complaint and how to take it further if you need to.
- HOW TO MAKE A COMPLAINT
If you have a complaint about our service, please contact our Customer Success team by one of the following methods:
- By Email:
Customers may email us to lodge a complaint. Customers should email their complaint to firstname.lastname@example.org. Please include the following information within your email:
- Your Rebel Internet account number
- Your full name
- The date the problems first started happening
- The names of any Rebel Internet success advisors or managers that you have previously dealt with
- A description of your complaint
If you contact us by email, we will review your complaint in full whilst reviewing details on our system about you and the service provided to you. We will ensure that your email is routed through to the correct department for investigations. We will normally respond by phone to your complaint, however sometimes, or where we are unable to reach you by phone, we will reply to your email. We will treat your complaint as priority and do everything we can to resolve your complaint as fast as possible. We aim to resolve complaints within 10 working days, however sometimes this may not always be possible depending on the nature of your complaint. We will keep you informed if this is the case. Customers should receive an automatic acknowledgement that their email has been received. If you do not receive this, please call us on 0333 222 5101, or alternatively post your complaint to us at the address set out below.
- By Phone:
This is the fastest way to make a complaint with us and we can often resolve things the fastest and sometimes on the first call. For all complaints with the services we provide, please dial 0333 222 5101. If you contact us by phone, we’ll first try to find out more about your complaint, whilst reviewing details on our system about you and the service provided to you. We will try our best to resolve your complaint with the Customer Success Advisor assisting you. Depending on the circumstances of the complaint, our Customer Success Advisor may need to transfer you to another department or a manager. If we believe we cannot resolve your complaint on the call, we’ll let you know this and why, explain how long we anticipate it will take to resolve your complaint and explain how we’ll keep you updated.
- By Post:
Customers may send us a complaint by post. We recommend customers use recorded or tracked postage to ensure proof of delivery. Please send your complaint to: Rebel Internet, 5 New Street Square, London, England, EC4A 3TW. Please ensure that any complaint sent by post includes the information described in the by email section at 2.1 above.
- By Email:
- DO YOU NEED ADDITIONAL ASSISTANCE
Please also let us know if you have any special needs or require additional support to make this happen. We can supply a copy of this Complaints Code in large print, braille, or audio at your request. If you require our Complaints Code in a larger or more accessible format, please contact us at email@example.com to request this. If you would prefer, you can appoint an authorised representative or advocate to engage with us on your behalf. If you wish to do this, please let us know in writing.
- HOW WE WILL INVESTIGATE THE COMPLAINT
We aim to resolve most inquiries or complaints when your first contact us and therefore we will do our best to resolve the issue as quickly as possible. Upon receiving a complaint, within 2 working days we will acknowledge your contact with our Customer Success team in writing (by email). If you have not received a human acknowledgement within 2 working days of your contact with our Customer Success team, please contact us by calling our main number to verify we have received your complaint. We will provide you with a unique reference number (keep this safe it will assist us to address any follow up quickly). We will keep you informed of the progress of your complaint, proposed actions and the expected time frame for resolution. If we need more information from you to investigate your complaint we’ll let you know. Please supply any requested information as soon as you can. If we’ve requested further information from you and we don’t hear back from you within a reasonable time, we’ll write to you with the results of our investigation based on the information we have. Some complaints may take longer than 10 days to investigate and resolve. In these cases, we will provide you with regular updates on the progress and likely time frame for resolving the complaint. We will also advise you of the outcome of your complaint in writing once a resolution has been agreed.
- IF YOU ARE STILL NOT SATISFIED
If you are not satisfied after our original response to your complaint, you may ask for this to be escalated to a manager. If the escalation to the manager has not resulted in a satisfactory outcome, then you make write to the Head of Customer Success who will personally oversee your complaint. Please make sure you have lodged the complaint with our Customer Success Advisors or Managers before contacting our Head of Customer Success. Our Customer Success Manager will respond to every complaint received within 5 working days once received provided you have followed the steps described above.
If you are still not satisfied with the outcome after contacting our Customer Success Manager or we have not resolved your complaint within 8 weeks from the date you first complained or if, before that, we don’t think there’s anything more we can do to resolve your complaint, we’ll issue you an “ADR letter”. This is a letter from us to you which states that you may take your complaint to our independent Alternative Dispute Resolution (“ADR”) provider. Our ADR provider is Ombudsman Service. You must have first made a complaint directly to us before lodging a complaint with the Ombudsman Service. Furthermore, you may only lodge a complaint with the Ombudsman Service if you have not received a satisfactory resolution to your complaint within 8 weeks of lodging it and us accepting receipt of it. The Ombudsman Service offers completely independent dispute resolution to us. You can utilise the ADR service at no cost to you.
Phone: 0330 440 1614
Textphone: 0330 440 1600
Address: Ombudsman Services: Communications PO Box 730, Warrington WA4 6WU
If you’re unhappy with the way we or Ombudsman Services deals with your complaint, you can contact Ofcom, the independent regulator and competition authority for the UK communications industries, at Ofcom Contact Centre, Riverside House, 2A Southwark Bridge Road, London SE1 9HA, or by telephone on 0300 123 3333 or 020 7981 3040, or via its website: www.ofcom.org.uk
This Policy applies with effect from 11 April 2023.