Complaints Procedure
At Plexatalk, we are committed to providing the highest quality of service to our customers. However, we understand that issues may arise from time to time. If you are not satisfied with any aspect of our service, we aim to resolve it promptly and efficiently. This page outlines how you can make a complaint and the steps we will take to address it.
1. How to Make a Complaint
If you have a complaint, please contact us through one of the following methods:
- Email: Send your complaint to our support team at support@plexatalk.co.uk. Please include your name, contact details, account number, and a detailed description of your complaint.
- Phone: Call us on 0330 057 6699 during our business hours. Our customer support team will be happy to assist you.
2. What Information We Need
To help us resolve your complaint efficiently, please provide the following information:
- Your Full Name and Contact Details (phone number and email address)
- Your Account Number or Customer ID
- A clear and detailed Description of the Issue you are experiencing
- The Date and Time when the issue occurred
- Any Relevant Documentation (e.g., screenshots, call logs, invoices) that may help us investigate your complaint
3. Our Complaints Handling Process
We aim to handle your complaint as quickly and fairly as possible. Here’s what you can expect from us:
- Acknowledgement: Once we receive your complaint, we will acknowledge it within 2 working days. You will receive an email confirmation with a reference number for your complaint.
- Investigation: Our team will investigate your complaint thoroughly. This may involve reviewing call records, technical logs, and any other relevant information. We may contact you for further details if needed.
- Resolution: We aim to resolve complaints within 10 working days. If your complaint requires more time due to its complexity, we will keep you informed and provide an updated timeline.
4. Escalation Process
If you are not satisfied with the resolution offered or if your complaint remains unresolved after the initial process, you can escalate it by:
- Requesting to speak with a Senior Manager when you call us on 0330 057 6699.
- Alternatively, you can email support@plexatalk.co.uk with the subject line “Complaint Escalation” and your complaint reference number. A senior member of our team will review your case and contact you.
5. Communications Ombudsman
As Plexatalk is registered with the Communications Ombudsman, you have the option to refer your complaint to them if:
- Your complaint remains unresolved after 8 weeks from the time it was made, or
- You receive a “deadlock” letter from us, indicating that we are unable to reach a satisfactory resolution.
The Ombudsman provides a free and independent service to review unresolved complaints. For more information, you can contact the Communications Ombudsman at:
6. Resolution Timelines
- We will acknowledge your complaint within 2 working days of receipt.
- Our target is to provide a resolution within 10 working days.
- If more time is needed due to the complexity of the issue, we will update you with a revised timeframe and keep you informed of progress.
7. Your Responsibilities
To ensure we can investigate and resolve your complaint efficiently, please provide accurate and complete information when contacting us. If we request further details or documentation, please respond promptly.
8. Privacy and Data Protection
Your privacy is important to us. All personal information provided during the complaints process will be handled in accordance with our Privacy Policy. We are committed to complying with relevant data protection laws to keep your information safe and secure.
9. Feedback and Continuous Improvement
We value your feedback. If you have any suggestions on how we can improve our complaints handling process, please let us know by emailing support@plexatalk.co.uk. Your feedback helps us enhance our service.
