CUSTOMER COMPLAINTS CODE
We are devoted to delivering excellent customer service at Intouch, and we want to make sure that we are always listening to our clients in order to understand their issues and respond effectively.
We recognise that things go wrong from time to time, but we regard these occurrences as opportunities to exhibit our culture of putting the client first.
On request, a hardcopy or electronic copy of this complaints code can be given.
HOW TO RAISE A COMPLAINT
Please contact your specialised Customer Service team using this number in the first instance.
You may also send your complaint by mail to the following address:
Please have the following information on available when you contact us to assist us in reaching a timely resolution:
- Account Number for Intouch
- A phone number and/or an email address for contact
- As much information as you can regarding the problem
- What do you think we can do to address the situation fairly?
Our Customer Service Team would be pleased to take down the specifics of your complaint and respond within five business days.
We have found that in the vast majority of cases, we are able to quickly resolve any dissatisfaction; however, if you are still dissatisfied with our initial response, your complaint will be escalated to our Resolutions Team, who will review your complaint and aim to provide a resolution within 10 working days.
Ofcom is the communications industry’s regulating agency. Ofcom oversees overseeing our service offering in accordance with the applicable provisions of the Communications Act 2003.