| Summary: |
| Find out how we handle complaints |
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- How you can complain
- What we'll do and when
- What to do if you're still not happy
- Ombudsman Services
1. How you can complain
We aim to be number one for customer service. However, sometimes things can go wrong and, when they do, we want to put them right for you as quickly as we can. If you are a Metronet customer, here are the ways you can contact us to raise your complaint:
By phone
The fastest way to let us know if you're not happy with your service is by contacting us by telephone (0845 140 0083 or 0345 140 0200) where you can speak to a member of our customer service team.
Online 'Contact Us'
Go to https://www.metronet.co.uk/contact_us.html (you'll need your master account username and password) and select 'Raise a Query' for the account you want to contact us about. On the following screen click 'New Query', select 'Customer Service and Billing Enquiries' then 'Raising a complaint'. A member of our team will investigate and respond to your complaint within 5 working days.
By letter
It takes longer to reply by letter, but if you prefer to write, please send your letter to the address below. Make sure you include the account username, postcode and telephone number of the service you're complaining about.
Once we receive your letter we will respond within 10 working days. If you need a quicker response, please use one of the other methods mentioned above.
Metronet
Endeavour,
Sheffield Digital Campus,
1a Concourse Way,
Sheffield,
S1 2BJ
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2. What we'll do and when
Our aim is to resolve any problem as quickly as possible, preferably during a phone call with you. However, if we are unable to resolve your complaint there and then, we will investigate further and contact you with an update as soon as we can.
If you prefer to contact us in writing, we will respond within 5 working days to any complaint raised online, or within 10 working days to a letter of complaint. We will always try to resolve your complaint immediately, but whatever happens, we'll keep you regularly updated.
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3. What to do if you're still not happy
If you're still not happy with our final position on your complaint you can take the matter to Alternative Dispute Resolution (ADR) by contacting the Communications and Internet Services Adjudication Scheme (CISAS).
Please note, CISAS will not review any complaint which is less than 8 weeks old unless we agree that we cannot do anything further and have provided you with a deadlock code.
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4. Ombudsman Services
Ombudsman Services provides a free, independent service for Metronet customers who are not satisfied with the final outcome of their complaint.
Ombudsman Services cannot deal with complaints about commercial policy (e.g. our prices or broadband availability), nor can it deal with complaints from business users with more than 10 employees.
Ombudsman Services' contact details are:
Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU.
Nothing within this Complaints Code of Practice forms or is intended to form any contract between you and Metronet. The products and services described within this document may not always be available, and may change from time to time. Our standard terms and conditions apply to the product or services available. Nothing in this Complaints Code of Practice affects your statutory or common law rights.
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