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PA Communications

COMPLAINTS PROCEDURE

Customer Complaints Code


At PA Communications we are committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers, to understand their concerns and respond appropriately. We accept that things can go wrong on occasion but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

A copy of this complaints code can be provided free in hardcopy or emailed upon request.

How to raise a complaint

In the first instance you should contact the Customer Services team that manages your account:

In the majority of cases we have found we can resolve your complaint first time and to your satisfaction.

Tel: 0800 027 7700

Email: sales@pacomms.co.uk

By post:

Complaints Team

PA Communications

3 Nile Close

Nelson Court Business Centre

Preston

Lancashire

PR2 2XU


The representative you speak to will be happy to take the details of your issues and handle your enquiry with the intent of providing a resolution to the matter as quickly as possible. To help us get to a solution quicker, please ensure that you have the following information ready when you call:


    Your Quote or Service Reference Number

    A contact telephone number, so we can call you during working hours

    As much detail as you can provide about the issue to help us understand more about the issue

    What you feel we can do to fairly resolve the matter


In the majority of cases we have found we can resolve your complaint first time and to your satisfaction.

If you remain unhappy with the resolution being offered by the PA representative, then you can request that the matter is escalated. A member of the Management Team will review the situation and make contact with you within 24 hours to discuss if anything further can be done to resolve your complaint.

Escalated Complaints Team

The Escalated Complaints Team can be contacted directly if you feel that matter is of a sufficiently serious or sensitive in nature.


Tel: 01772 760700

Email: complaints@pacomms.co.uk

By post:

Escalated Complaints Team

PA Communications

3 Nile Close

Nelson Court Business Centre

Preston

Lancashire

PR2 2XU


We aim to resolve all complaints received by the Executive Resolutions Team within 10 working days. Should we be unable to provide a suitable resolution for you at this stage – or if 8 weeks has passed since your initial complaint – then, we will provide you with an Alternative Dispute Resolution (“ADR”) letter or email outlining our final position. Subject to eligibility, your ADR letter will allow you to refer your complaint to Ombudsman Services: Communications.

Ombudsman Services: Communications

Ombudsman Services: Communications provides an independent service to domestic or small business customers (10 employees or less) who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within 12 months of receipt of an ADR letter or email.

Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU


Phone: 0330 440 1614

Fax: 0330 440 1615

Text phone: 0330 440 1600

Email: osenquiries@os-communications.org

Website: www.ombudsman-services.org/communications.html

Ofcom


Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.