Code of Conduct

 

Not happy with our service?

Cablestream Limited aims to provide you with a reliable and consistent service at all times. If, however, you are unhappy with the service we have given you, this guide will tell you how you can get in touch with us and how we will deal with your complaint or issue.


Our Customer Promise

Once we have the full details of your complaint our promise is that we will normally take no more than 30 calendar days to respond fully to your issue. 



There may be occasions when we require additional information or responses from you to complete our investigation. When that is the case we will allow 14 calendar days for your response. Allowing for complex cases with several such interactions, this means our longest investigations may take up to 90 calendar days to fully complete.



Our Customer Service Advisors will take ownership of your complaint and look to provide you with a resolution.

How to make a complaint

If you do want to register a complaint with us you can contact our Customer Service Department by email cc@cablestream.co.uk or in writing to Cablestream Limited, Glamorgan House, Greenwood Close, Cardiff Gate Business Park, Cardiff, CF23 8RD.

Once we have received your complaint, the Customer Services Advisor will record your details and provide you with a written confirmation of your complaint outcome following a full investigation with your individual account manager.

There are 3 internal stages in our complaints process and our preference is always to deal with your complaint through e-mail or letter to ensure that there is no mis-communication.

Stage 1: Contacting our Customer Services Advisors

The Customer Services Advisor will take the details of your complaint. They will make every effort to investigate and resolve your complaint providing you with an appropriate response. If you are not happy with the reply you can escalate your case to the Contracts Manager who will undertake a re-investigation.

Stage 2: Contacting our Contracts Manager

Our Contracts Manager is trained and experienced in dealing with any customer related issues. They will endeavour to address and resolve your concerns, however, should you remain dissatisfied with their response you can contact our company Directors for a further review, if you feel that any items have been missed during our investigation or not fully understood by the team members.


Stage 3: Director Level Complaint

Should you remain dissatisifed that your complaint has not been fully investigated, you can contact in writing one of our company Directors who will take a fresh and impartial look at your case. After this review the Directors will provide a final response from the company about your complaint. This will take place within 30 days of your first contact with them.



The objective of Directors intervention is to find a mutually satisfactory resolution for your complaint.



However, if you are not satisfied after the Directors review has provided you with a final response then your case will be considered ‘deadlocked’, customer complaints in deadlock may be able to be referred to the independent ombudsman.


Stage 4: If you remain unhappy


If you remain dissatisfied with the response you have received after following all stages of our complaints procedure and you have received a deadlock letter, you can then escalate your complaint to the Independent Ombudsman, Otelo. Their contact details are:-

Phone: 
0330 440 1614 or 01925 430049 
Fax:
0330 440 1615 or 01925 430059 
Text-phone: 
0330 440 1600 or 01925 430886
Address:

Ombudsman Services
Communications
PO Box 730
Warrington
WA4 6W

CONTACT DETAILS OF RELATED ORGANISATIONS

Ofcom
 
Phone: 
0845456300  
Website:
www.ofcom.org.uk  
Address:

Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

For a full copy of our terms and conditions, please email us via this link