Complaint Handling & Dispute Resolution
Transparent Telecom delivers communications services to domestic and business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:
Phone: (From 9am until 5pm Monday-Friday) 0330 122 9978.
Letter: Transparent Telecom, 4a Castle Hill View, Rochester, Kent, ME1 1LA
If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.
If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, If you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to director level. If we cannot resolve the problem, we will write to you to say so.
If it has been more than 8 weeks from the date you first contacted us to complain or if you have received a letter from us saying that your complaint has reached deadlock and requires alternative dispute resolutions, then you may ask for help from:
Centre for Effective Dispute Resolution
70 Fleet Street, London EC4Y 1EU
CISAS is managed independently by Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, certified by Ofcom, to resolve disputes related to communication and internet services.
Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.