Telecoms Complaints Procedure.

Whilst we will always try and do everything we can to ensure that our customers are happy, unfortunately, problems can arise which means that sometimes this is not the case. In an effort to ensure that in these instances the issue is resolved quickly and to the satisfaction of the customer, we have put together the following complaints procedure.

Clear Business comply with the Ofcom General Conditions. Switching is covered by General Condition C7 which can be found here and Mobile Sales & Marketing is covered by General Condition C8, a summary of which can be found here.

In order to obtain a copy of Clear Business’ Complaints Procedure, please email service@clearbusiness.co.uk or contact customer services on 0333 014 3131.

Stage 1

If you wish to make a complaint about our service, please contact Clear Business Customer Services in the first instance and we will make all reasonable endeavours to resolve any complaints raised. Complaints can be raised by telephoning 0333 014 3131, emailing service@clearbusiness.co.uk or by writing to Customer Services, Clear Business, No. 1 Dovecote, Old Hall Road, Sale M33 2GS.

Stage 2

If you remain dissatisfied with the resolution offered by customer services, you can request that the complaint is escalated by telephoning 0333 014 3131 and asking for the Escalations Team, by emailing service@clearbusiness.co.uk or by writing to The Escalations Team, Clear Business, No. 1 Dovecote, Old Hall Road, Sale M33 2GS.

Stage 3

Any unresolved complaints will be transferred to the Customer Resolution Department, who will conduct a detailed investigation of the complaint and provide a formal written statement to the customer within 28 days of the complaint being transferred to them. This process may include speaking to the customer to document the course of events that led to the complaint and requesting any documentary evidence from the customer or third parties, to assist the Customer Resolution Department with their investigations. The Customer Resolution Department can be contacted by telephoning 0333 014 3131 by emailing compliance@clearbusiness.co.uk or by writing to The Customer Resolution Department, Clear Business, No. 1 Dovecote, Old Hall Road, Sale M33 2GS.

Stage 4

If you are unhappy with the outcome of the investigation by the Customer Resolution Department, you should write to the Customer Resolution Manager who will review your account and aim to provide a satisfactory resolution. 

Stage 5

If you consider we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a letter from us saying that we have now exhausted our internal complaints procedure, you may make a complaint to Ombudsman Services: Communications, of which Clear Business is a member company. Ombudsman Services: Communications is an independent alternative dispute resolution scheme, whose contact details are as follows:

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

Telephone: 0330 440 1614
Facsimile: 0330 440 1615
Textphone: 0330 440 1600
Email:            enquiry@ombudsman-services.org
Website:        www.ombudsman-services.org