• Introduction

Every effort is made by us to ensure that our customers are happy with the level of service, and the service and products they receive from us. Despite our best endeavours however, things can go wrong. We want to know so that we can put them right if they do.

This code of practice explains our procedures and how to contact us for resolving complaints about sales, faults, billing, services or repair. The Code forms part of our Code of Practice.

  • If you have a Complaint

Simply telephone our Account Manager or Customer Relations Team on 020 3078 9900. Our advisers will seek to resolve the problem of your complaint while you are on the line. We will agree a course of action with you, if this is impossible.

You can also send your complaint to us by writing to: Broadgate Voice and Data Ltd, The Custom House, King George V Lock, Woolwich Manor Way, Docklands, London, E16 2NJ Or via an e-mail enquiry to sales@broadgatevoice.co.uk.

We will protect the privacy of the information that we hold on you during any discussions. We might need to ask questions to ensure that we are speaking to the correct person.

  • Taking your Complaint further

You can escalate the complaint to our Customer Relations Manager, however if your complaint is still not resolved to your satisfaction after this procedure you can eventually raise it with the Managing Director.

We will write to you to say so, if we cannot resolve the problem. You may also want to pass this matter to the Ombudsman Services at www.ombudsman-services.org/communications.html if you are still unhappy and want to take your complaint further through this alternative dispute resolution.

  • Corporate defamation

Broadgate takes corporate defamation extremely seriously. If you suspect that any corporate defamation has taken place this will then be dealt with by our legal team. If you would like further information on this please email sales@broadgatevoice.co.uk.