Customer Complaints Code

Diva Telecom Customer Complaints Code

We are committed to providing you with an excellent 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 0113 201 8371 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
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.

Diva Telecom Ltd
Unit 7a
Mortec Office Park
York Road
Leeds
LS15 4TA

By email
support@divatelecom.co.uk

Via our website
http://www.divatelecom.co.uk

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 our Operations Manager. She will work with you to identify a satisfactory solution.

If our Operations Manager is unable to provide a satisfactory resolution, she will discuss your complaint with a Director. We aim to resolve your complaint within 10 working days of receipt. We will keep you updated throughout the progress of the complaint, at regular & agreed intervals.

If the Director 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 Office of the Telecommunications Ombudsman,(Otelo), 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.

Otelo
Otelo provides an independent service to customers who are not satisfied with the resolution of their complaint made. You must make your complaint to Otelo within 6 months of receiving a "Deadlock" letter. If you have not received a "Deadlock" letter you must contact Otelo within 9 months of issuing a complaint to Diva Telecom. Contact Details for Otelo:

Otelo
PO Box 730
Warrington
WA4 6WU