At OLYS Telecom Ltd, we take any complaint seriously and strive to rectify anything you are unhappy with as quickly and professionally as possible. This document outlines the process of making a complaint, how it will be handled, and the typical resolution timeframe.
How Do I Make a Complaint?
OLYS Telecom Ltd support staff are trained to handle customer complaints as soon as they become aware of them and should be the first point of contact for any issues you experience with OLYS Telecom Ltd services. If you are unhappy with the service provided, you can contact our support teams in the following ways:
Phone
The easiest way to lodge a complaint is by calling our support desk on + 44 (33) 00271777. Our lines are open Monday to Friday from 9.00 AM to 5 PM. When logging a complaint via phone, our support engineers will try to resolve your problem during the call. If this is not possible, they will log a ticket and escalate it as required to the relevant teams.
Email complaints can be raised by sending an email to support@olys.co.uk . Complaints emailed to this inbox will be responded to as soon as possible, but always within 5 working days.
Post
Please write to:
Customer Relations Department
OLYS Telecom Ltd
Suite 4687 Unit 3A, 34-35 Hatton Garden Holborn, London, EC1N 8DX.
We aim to reply to every complaint we receive by post within 7 working days from receipt of the complaint.
What Details Do I Need to Include in My Complaint?
Please include as much information as possible when raising your complaint, as it will help us address it quickly. For example:
- Reason for the complaint
- The account the complaint relates to
- Your full name, address, and postcode
- Date the problem first occurred
- When and how the problem was reported
- Any ticket numbers raised related to the problem
- Any other relevant correspondence
We aim to resolve all complaints within 20 working days from when you notify us, but more complex cases may take longer.
How Can I Take the Matter Further?
If you feel that your complaint has not been resolved after speaking to one of our support engineers, you can request that the complaint be escalated. Once escalated, your case will be reviewed by senior management. You can request escalation by speaking to the support engineer on the ticket raised or by emailing escalations@olys.co.uk .
If we have still not managed to resolve your complaint to your satisfaction and we feel it is not possible to help you further, or more than 40 days have passed, you can request or we may issue you with a “deadlock letter”. When you have received this letter from us, you may wish to refer your complaint to one of the following organizations:
Office of Communications (Ofcom)
Riverside House,
2a Southwark Bridge Road,
London, SE1 9HA
Phone: 0845 456 3000
Fax: 020 7981 3334
E-mail: contact@ofcom.org.uk
Website: www.ofcom.gov.uk
Office of the Telecommunications Ombudsman (Otelo)
Wilderspool Park,
Greenall’s Avenue,
Warrington, WA4 6HL
Local rate phone number: 0845 050 1614
Textphone: 18001 0845 051 1513
Fax: 01925 430059
E-mail: osenquiries@os-communications.org
Website: www.ombudsman-services.org