Customer Complaints Code

Background

Some of the words and phrases in this Customer Complaints Code have special meanings. Those words are explained below. They are printed in bold wherever they have the special meaning given below:

  • ADR Letter means a notification issued from us to a Complainant concerning the Complainant’s right to take their Complaint to an ADR Scheme.
  • ADR Scheme means any dispute procedures approved by Ofcom under section 54 of the Communications Act 2003 for the resolution of disputes in relation to any Complaints between us and our Domestic and Small Business Customers.
  • Complainant means a Velocity1 Customer who makes a Complaint to us.
  • Complaint means (a) an expression of dissatisfaction made by a Velocity1 Customer to usrelated to either (i) theprovision of our Broadband Services to that Velocity1 Customer; (ii) the complaint-handling process itself; or (iii) the level of customer service experienced by the Velocity1 Customer; and (b) where a response or resolution is explicitly or implicitly expected.
  • Customer means (a) a person to whom we provide our Broadband Services; (b) a person to whom weare seeking to secure that our Broadband Services are so provided; and (c) a person who wishes to be so provided with our Broadband Services, or who is likely to seek to become a person to whom our Broadband Services are so provided;
  • Domestic and Small Business Customer means a Customer who is neither (a) himself a provider of an electronic communications networkor an electronic communications service nor (b) a person who is such a Customer in respect of an undertaking carried on by him for which more than ten individuals work (whether as employees or volunteers or otherwise).
  • Durable Medium means paper or email, or any other medium that (a) allows information to be addressed personally to the recipient; (b) enables the recipient to store the information in a way accessible for future reference for a period that is long enough for the purposes of the information; and (c) allows the unchanged reproduction of the information to be stored.
  • Velocity1 Customer means a Customer who is one of our Domestic and Small Business Customers.

References in this Customer Complaints Code to ‘we’, ‘us’ or ‘our’ are references to Velocity1 Limited of 180 Great Portland Street, London, United Kingdom, W1W 5QZ, a limited liability company registered in England & Wales with company number 06240919.

Our Customer Complaints Code

1             Our complaints handling proceduresaim to ensure that any Complaint from a Velocity1 Customer is resolved to the Complainant’s satisfaction in a timely manner or where we are unable to do so, that the Complainant is informed of their right to go to the ADR Scheme as soon as it is appropriate to do so.

2            Our complaints handling proceduresare accessible to enable the following to make, and progress, a Complaint:

(a)          Velocity1 Customers with disabilities;

(b)          Velocity1 Customers who we have been informed, or should otherwise reasonably be aware, may be vulnerable due to circumstances such as age, physical or learning disability, physical or mental illness, low literacy, communications difficulties or changes in circumstances such as bereavement; and

(c)          third parties acting on behalf of such Velocity1 Customers.

3            We will ensure that all Velocity1 staff who communicate with Velocity1 Customers receive training on how to identify a Complaint.

4            We allow Velocity1 Customers to make Complaints by the following three means:

(a)          by telephoning 0203 744 4905 (or 0203 744 4910 if you are a Tipi Customer). Please note that these telephone numbers are local rate numbers and that the Claimant may be charged by the Claimant’s phone company for the cost of any call depending on (a) whether the call is from a landline or a mobile and (b) the terms of the call package which the Claimant has with his or her phone company;

(b)          by sending a letter to: Velocity1 Limited, 11 Rutherford Way, Wembley HA9 0BP; and

(c)          by sending an email to sales@velocity1.co.uk.

5            The means by which weaccept Complaints are intended:

(a)          to be well publicised and readily available; and

(b)          to not unduly deter Velocity1 Customers from making a Complaint.

6            After having received a Complaint, we will promptly inform the Complainant of:

(a)          the process we will follow to investigate the Complaint with a view to resolving it to the Complainant’s satisfaction; and

(b)          the timeframes in which wewill endeavour to carry out our investigation of the Complaint – we will usually aim to resolve the Complaint within 14 days after having received the Complaint.

7            We will promptly take, and continue to promptly take, active steps to resolve the Complaint to the Complainant’s satisfaction until the Complaint has been resolved or otherwise closed.

8            We will promptly tell the Complainant of the outcome of our investigation into the Complaint.

9            When telling the Complainant of the outcome of our investigation into the Complaint in accordance with paragraph 8, we will also tell the Complainant:

(a)          that wemay consider it reasonable to conclude that the Complaint has been resolved to the Complainant’s satisfaction if wepromptly tell the Complainant of the outcome of our investigation into the Complaint and the Complainant does not let usknow within 28 days that they consider the Complaint remains unresolved; and

(b)          where a copy of our Customer Complaints Codecan be found on ourwebsite and the contact details for the ADR Scheme of which we are a member (see paragraph 14 below).

10          Where requested by the Complainant, we will ensure that the information referred to in paragraphs 8 and 9 is issued in a Durable Medium.

11          We will immediately issue an ADR Letter to the Complainant at any time, where the following three cumulative criteria are met:

(a)       we have told the Complainant of the outcome of our investigation into the Complaint;

(b)       the Complainant has told usthat they consider the proposed outcome does not resolve the Complaint to their satisfaction; and

(c)       we do not intend to take additional steps to resolve the Complaint to the Complainant’s satisfaction that would produce a different outcome.

12          We will immediately issue an ADR Letter to the Complainant if the Complaint remains unresolved after 8 weeks have passed since the date on which the Complaint was first received, unless we have already sent an ADR Letter in accordance with paragraph 11 above.

13          If we are required to issue an ADR Letter, the ADR Letter will comply with the following requirements:

(a)          it will be written in plain English;

(b)          it will provide information solely about the relevant Complaint;

(c)          it will inform the Complainant that because the Complaint cannot be resolved to their satisfaction, they may exercise their right to take their Complaint to the ADR Scheme at no cost to the Complainant;

(d)          it will provide the name and contact details of the body which administers the ADR Scheme of which we are a member (see paragraph 14 below) and state that the ADR Scheme is independent of Velocity1 Limited; and

(e)          it will be issued in a Durable Medium.

14          The name of the body which administers the ADR Scheme of which the we are a member is Ombudsman Services: Communications. Further details can be found at ombudsman-services.org/communications, by telephoning 0330 440 1614, by sending an email to enquiry@ombudsman-services.org or by writing to Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU. The Ombudsman’s service is free.

15          We will not close a Complaint unless:

(a)          the Complaint has been resolved in accordance with the circumstances set out in paragraph 16 below;

(b)          an ADR Letter has been issued to the Complainant in accordance with paragraphs 11 or 12 above; or

(c)          it is reasonable for usto consider the Complaint to be frivolous or vexatious.

16          A Complaint will have been resolved where:

(a)          the Complainant has expressly agreed that the Complaint has been resolved to the Complainant’s satisfaction; or

(b)          it is reasonable for usto conclude that the Complaint has been resolved to the Complainant’s satisfaction because:

(i)        wehave informed the Complainant of the outcome of our investigation in accordance with paragraph 8 and complied with our obligations under paragraph 9; and

(ii)       the Complainant has not come back to uswithin 28 days to say that they consider the Complaint remains unresolved (see paragraph 9(a)).