Mtech Communications

Complaints Procedure

BACKGROUND:

Mtech Communications Limited pride ourselves on delivering exceptional customer service, as our customer you will benefit from the wide range of products and services, we provide for you. We aim to deal with any queries promptly, friendly, and efficiently. We do hope you never need to raise a concern to us. However, if you do, you can find all of our contact details below and our ‘Complaints Procedure’ stage-by-stage guide.

STAGE 1. PLEASE GET IN TOUCH

We are Mtech Communications Limited

Registered in England under company number 11194386

Postal address: Hello House, 135 Somerford Road, Christchurch, BH23 3PY

Customer Care Manager: Holly Young

Email address: info@mtechcomms.co.uk

Telephone number: 0333 3233888

You can find out more at https://mtechcomms.co.uk

You can call us or write to us. Our friendly Customer Care Team can talk through the complaints procedure with you and help you with our further questions you may have.

Please provide us with as much information as possible about your complaint, so we can investigate this promptly and efficiently for you.

STAGE 2. WE FULLY INVESTIGATE

In the unlikely event, you would need to raise a complaint with us, it will be entered into our database and internal systems. The Customer Care Manager will be notified and the team member will discuss the complaint and fully investigate any concerns raised and will implement any corrective actions and resolutions for you.

The management of complaints is monitored to ensure that all complaints are handled fairly and within a suitable time period and that a satisfactory resolution is reached for you.

All actions taken in any investigations and resolving your complaint will be recorded on our customer database. All correspondence is stored on your customer file for compliance purposes and future references.

Any complaint raised will be logged immediately and we will ensure that we respond as quickly as possible for you. Due to the nature of the complaint, this could take up to 7 working days.

STAGE 3. WE GET IN TOUCH WITH YOU

We will then initially contact you either by e-mail to discuss the complaint.

Please let us know how you preferred to be contacted. We will then confirm any detail in writing to you.

We always value regular communication with you and welcome any feedback about the quality of our service as well as suggestions as to how we can improve our customer service for you. Please note all of our telephone calls are recorded for quality and training purposes.

STAGE 4. HOW DID WE DO

We do really hope that you are happy with our investigations, outcome and we reach a happy resolution for you.

In the unlikely event that this is not the case, your complaint will be escalated internally, if you wish to know more about this process, please contact our Customer Care Team.

STAGE 5. ALTERNATIVE DISPUTE RESOLUTION PROCEDURE

If for any reason your complaint has not been resolved to your satisfaction and we have been given the opportunity to fully investigate this for you, you can request a DeadLock Letter’ and you can contact the telecommunications dispute resolution organisation that we are a member of, The Telecoms Ombudsman Services.

If 8 weeks have passed and you still do not have a satisfactory response to your Initial complaint you will automatically receive a ‘Dead Lock Letter’ and you can contact the telecommunications dispute resolution organisation that we are a member of, The Telecoms Ombudsman Services.

You can find more helpful information around this process by visiting

https://www.ombudsman-services.org/how-it-works/process

Please see below full contacts details for the Telecoms Ombudsman below…

Website: https://www.ombudsman-services.org/

Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU

Phone: 0330 440 1614

E-mail: enquiry@ombudsman-services.org

Please note in the event that you were dissatisfied with a leasing product, this complaint would need to be raised directly to your lease supplier. This would be dealt with via their own internal complaints procedure and in accordance with the Financial Conduct Authority regulations.