Customer Complaints Code of Practice

1. Our commitment

Talk4 aims to resolve complaints fairly, promptly, consistently and without unnecessary barriers. A complaint may relate to sales, billing, service quality, switching, accessibility, contract terms, roaming, number porting or any other aspect of a Talk4 service.

2. How to complain

• Phone: 03333 445 456.
• Email or web route: support@talk-4.co.uk or the complaints form on our website.
• Post: Talk4 Telecoms - Complaints, 38 Rothesay Road, Luton, England, LU1 1QZ.
• If you need an accessible format, relay support, a nominated representative or another reasonable adjustment, tell us when you complain or at any time during the process.

We will not require you to use an online-only channel. We will keep a record of the complaint and the steps taken to resolve it.

3. What happens next

• We will identify the issue, review relevant orders, bills, call notes, technical records and communications, and ask for further information only where reasonably needed.
• We will take prompt and active steps to resolve the matter and explain the outcome clearly.
• Where we agree that something has gone wrong, available remedies may include correction, refund/credit, service action, release from a contract where required, compensation where applicable, or another reasonable remedy.
• If the complaint is not resolved at first contact, it can be escalated internally.

4. Deadlock and Alternative Dispute Resolution

Talk4 must belong to an Ofcom-approved ADR scheme. Eligible customers may take an unresolved complaint to that scheme free of charge once six weeks have passed since the initial complaint, or earlier if Talk4 issues a deadlock letter confirming that no agreement can be reached.

5. Ofcom

Ofcom does not normally resolve individual telecoms complaints, but it uses complaint information to monitor markets and provider compliance. Customers can report relevant issues to Ofcom in addition to following Talk4’s complaint and ADR process.

6. Accessibility, vulnerability and representatives

We will take account of disability and circumstances that may make a customer vulnerable. With appropriate authority, we can communicate with a nominated representative or attorney. We will avoid requiring the customer to repeat sensitive circumstances unnecessarily.

Regulatory basis: Ofcom General Condition C4 and the Communications Act 2003 complaint/ADR framework; Ofcom ADR guidance provides the six-week access point or earlier deadlock route.