Customer Complaints Code

1. Purpose

1.1 Talk4 aims to resolve complaints promptly, fairly, consistently and transparently. This Code explains how to raise and escalate a complaint about Talk4 phone, mobile, broadband, connectivity or related customer service.

1.2 This Code is available free of charge and should be easy to access on the Talk4 website. A copy can be supplied in an accessible format on request.

2. How to complain

• Phone: 03333 445 456 (charged no more than the applicable geographic-rate basis for the published customer-service route).
• Email / web route: support@talk-4.co.uk or the complaints form published on www.talk4.co.uk.
• Post: Talk4 Telecoms - Complaints, 38 Rothesay Road, Luton, England, LU1 1QZ.

2.2 If you contact customer service about an unresolved issue, you can ask for it to be treated as a formal complaint.

3. Information to provide

• your name/business name and account or service reference;
• contact details and preferred contact method;
• a clear description of what went wrong;
• relevant dates, numbers, invoices or screenshots;
• what outcome you are seeking; and
• any accessibility, communication or vulnerability support you need.

4. Our complaint-handling process

1. We log the complaint and provide/record a reference.
2. We review relevant account, billing, order, network and communication records.
3. Where a wholesale/network partner is involved, we coordinate with them while retaining responsibility for handling your complaint as Talk4’s customer.
4. We explain our findings and proposed resolution clearly.
5. If you remain dissatisfied, you may request escalation/review.

4.2 We will take prompt and active steps to resolve the complaint and will tell you the outcome reached.

5. Target timeframes

5.1 We aim to acknowledge a written formal complaint within 2 working days and to resolve straightforward complaints at first contact or within 10 working days.

5.2 If a complaint is complex, depends on an engineer/wholesale provider, or cannot be resolved within 10 working days, we will provide an update and continue active investigation. We aim to update you at least every 10 working days while material work remains outstanding.

5.3 These are service targets, not a restriction on any earlier/later statutory or ADR right.

6. Escalation and deadlock

6.1 If the first response does not resolve the complaint, ask for escalation to a senior complaints reviewer or specialist team.

6.2 If we conclude that no further internal resolution is likely, we may issue a “deadlock letter” explaining our final position and your ADR rights. You may request deadlock where appropriate.

7. Alternative Dispute Resolution

7.1 Eligible residential customers, businesses with up to 10 employees, and qualifying not-for-profit organisations may refer an unresolved complaint to Talk4’s approved ADR scheme free of charge if:

• at least six weeks have passed since the initial complaint; or
• deadlock has been reached and a deadlock letter has been issued earlier; and
• the complaint falls within the scheme’s jurisdiction and applicable referral time limit.

7.2 The ADR scheme is independent of Talk4. Talk4 will comply with binding ADR decisions as required by the scheme and Ofcom rules.

8. Accessibility and vulnerable customers

8.1 Tell us if you need large print, Braille, audio, another reasonably acceptable accessible format, extra time, a nominated contact, third-party bill management, or another reasonable adjustment. We will handle vulnerability information sensitively and only for legitimate purposes.

9. Billing disputes and debt action

9.1 If a complaint concerns disputed charges, pay any undisputed amount by the due date where possible. Talk4 will investigate the disputed amount and will apply proportionate debt/restriction action, taking account of vulnerability and payment difficulty where required.

10. Records and privacy

10.1 We keep complaint records for complaint handling, quality, regulatory, legal and audit purposes in accordance with our Privacy Notice and retention schedule.

11. Ofcom

11.1 Ofcom regulates UK communications providers but does not normally resolve individual customer disputes. Customers may provide information to Ofcom for regulatory monitoring/enforcement. Individual redress is normally pursued through Talk4’s complaints process and, where eligible, ADR.

12. Contact details