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Customer Complaints Code

Introduction

Ofcom obligate Communications Providers to have in place a written code for handling complaints ('Customer Complaints Code') made by their Domestic and Small Business Customers (fewer than 10 employees). A Communications Provider must comply with its Customer Complaints Code in relation to each complaint it receives.

Voxhub aims to meet at least the minimum standards required for the handling of complaints, but above all aims to deliver a level of service that minimises the reasons for customers to complain.

Availability

This is the latest version of our Customer Complaints Code.

A hard or PDF electronic copy is available by request by writing to our Customer Complaints team at: Customer Complaints Team, Voxhub, 3 Centro, Boundary Way, Hemel Hempstead, Herts, HP2 7SU.

Complaints Process

Voxhub are committed to providing excellent service and endeavour to deal with any complaint fairly and within a reasonable period of time. However, should a customer remain dissatisfied with any aspect of our service, they are welcomed to contact us whereupon we will do our utmost to resolve the problem as quickly as is reasonably practicable.

If you have a complaint with the way Voxhub have sold, provisioned or delivered the service to you, you should:

In the first instance, telephone our support team on 020 30 30 3150 or email to support at voxhub dot com to obtain a support case number. We aim to respond to you within 24 hour, Monday to Friday. Our Support Team will do their utmost to successfully resolve any problems at that point. If, however, your problem cannot be resolved during the phone call, we will agree a course of action with you and notify you of progress via email.

If you remain unhappy with the way in which your complaint has been handed in the first instance, you may contact the Customer Complaints Team via complaints at voxhub dot com. Please include your initial support case number and the team will respond and aim to resolve your complaint within 48 hours, Monday to Friday. The Customer Complaints Team will notify you of progress via email.

If the Customer Complaints Team is unable to resolve the issue to your satisfaction, you may escalate your concern further to the Managing Director by writing to: Managing Director, Voxhub, 3 Centro, Boundary Way, Hemel Hempstead, Herts, HP2 7SU. Please include your initial support case number, contact details and preferred method of contact. One of the management team will aim to respond within 1 week after investigating the complaint with the relevant team(s).

Please note that in all cases, we ask that you mention your support case number in all correspondence, and that you work with our staff to resolve your concern.

In the unlikely event that your complaint has not been resolved by Voxhub to your satisfaction within a period of eight weeks from when your support case number was issued, or if during the process of investigating your complaint you believe the situation has reached a deadlock, you may refer your complaint to Alternative Dispute Resolution. This service is provided by a company that is independent of Voxhub and they will make a decision based entirely on the merits of the complaint. This service is accessible at no cost to the customer.

Ombudsman Services (OS) are Voxhub's nominated Alternative Dispute Resolution service and customers may contact Ombudsman Services directly at: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU or via their website: https://www.ombudsman-services.org/sectors/communications/contact-us

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