Complaints and Disputes

If you are unhappy with our service please contact us and let us know. It is through your feedback that we are able to review and improve the service we provide.

We are committed to addressing any complaints as fairly as possible and within a reasonable time. If you are dissatisfied with any aspect of our service, please contact us and we shall do our best to resolve the problem as quickly as possible. We operate a complaints procedure to help ensure that any complaints are dealt with to your satisfaction:

- you can phone us on 020 7148 3000 and our customer service team will do all they can to resolve any problems while you are on the phone. If your problem cannot be resolved during the phone call we will agree a course of action with you.

- you can contact us by email at support@coms.com. We aim to reply to you as quickly as possible.

As soon as we become aware of your complaint we give it a complaint reference number. If you are unhappy with the way in which your complaint has been handled you can ask for it to be escalated. Escalation may happen immediately if you are on the phone or we shall arrange for a manager to contact you.

In the unlikely event that your complaint has not been resolved by us to your satisfaction within a period of eight weeks, or if during the process of investigating your complaint a deadlock situation is reached, you have the option of referring your complaint to OTELO for independent consideration.

The contact details for OTELO being:

Office of the Telecommunications Ombudsman (OTELO)
Wilderspool Park
Greenalls Avenue
Warrington
WA4 6HL
Lo-call rate phone number: 0845 050 1614
Fax: 01925 430059
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk

OTELO resolves disputes between member operators and their residential and small business customers. Coms is a member of OTELO.