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Customer Complaints Code

At Daisy we are committed to providing you with exceptional customer service. We accept, at times, things may not be to expectations of our customer. When this is the case we do want to know so we can correct any issues as quickly as we can and put preventative measures in place.

How to Register a Complaint

You can contact us by using the following methods:

By phone : Please call our Customer Services Team on 0845 450 4520

The team will try to resolve your issue whilst you are on the call. If we are unable to resolve at first point, the appropriate escalation path will be followed to ensure the speediest resolution to your complaint

By letter : If you prefer to write, please send your letter to the address below. Make sure you include the account number and telephone number of the service you are complaining about.

Daisy Communications Ltd

Daisy House

Lindred Road Business Park

Nelson

Lancashire

BB9 5SR

We prefer to contact you by phone but will gladly confirm any particular points in writing, should you prefer.

By email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Via our website at http://www.daisygroupplc.com

The Next Steps

Our aim is to resolve any problem you may have to your satisfaction.

If our Customer Service Agent is unable to achieve this on the initial call we will agree a plan of action with you.

If you are unhappy with the resolution proposed by the Customer Services Agent, your complaint will be reviewed by the Team Leader. He or she will work with you to identify a satisfactory solution.

If the Team Leader is unable to provide a satisfactory resolution, they will discuss your complaint with a Customer Operations Manager

If the Customer Operations Manager is unable to resolve the complaint to your satisfaction, it will be reviewed by our dedicated Resolution Management Team.

We aim to resolve your complaint within 14 working days of receipt. We will keep you updated throughout the progress of the complaint, at regular & agreed intervals.

If the Resolution Management Team is unable to resolve the complaint to your satisfaction, we will issue a “Deadlock” letter, stating we are unable to reach a satisfactory resolution. At this point, or if eight weeks have passed since initially making your complaint with no plan of action, you may make a complaint to the Ombudsman Services: Communications, an independent alternative dispute resolution scheme (ADR). We can provide you with details of this service. You can utilise this service at no cost to yourself or your business.

Ombudsman Services: Communications

Ombudsman Services: Communications provides an independent service to customers who are not satisfied with the resolution of their complaint made. You must make your complaint to Ombudsman Services: Communications within 6 months of receiving a “Deadlock” letter. If you have not received a “Deadlock” letter you must contact Ombudsman Services: Communications within 9 months of issuing a complaint to Daisy.

Contact Details for Ombudsman Services: Communications:

Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Phone: 0845 050 1614

Fax: 01925 430 059

Text phone: 0845 051

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Website: www.os-communications.org

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.