Customer Complaints Code
Introduction
At Runfibre Ltd, we are dedicated to offering exceptional customer service at all times. If you feel we have fallen short of this, please contact us and we will do everything in our power to resolve the issue as quickly as possible.
Below is our Customer Complaints Code, which outlines how we handle complaints and how you can escalate the matter if needed. If you would like a copy sent to you by post, or require it in an accessible format (e.g., large print), please let us know.
How to Make a Complaint
Reaching out to us is simple. We have specific teams ready to assist based on your needs. Please contact the appropriate team below:
By Email
- For support: mail@runfibre.co.uk
- For billing or account queries: mail@runfibre.co.uk
- For issues or complaints: disputes@runfibre.co.uk
By Post
You can write to us at:
Customer Complaints, 5th Floor Horton House, Exchange Flags, Liverpool, England, L2 3PF
By Phone
Call us at 01454 556470. Please note, we will need your email address to keep you updated on your complaint.
What Happens Next
We aim to resolve your issue during our first contact with you. However, if further investigation is needed, we will inform you by phone or email and provide an estimated time frame for resolution.
Our goal is to resolve all complaints within 15 working days. In more complex cases, it may take longer, but we will keep you informed with regular updates and communicate the final outcome by email.
Closing Your Complaint
Your complaint will be considered closed under the following circumstances:
- We have informed you of the outcome in writing, but haven't heard back from you within 28 days.
- We are actively working on resolving your complaint but haven’t received a response from you within 28 days of our last contact.
- Your complaint is deemed frivolous or vexatious.
While many complaints are resolved quickly by speaking to our customer service advisors, if necessary, they will escalate your issue to our complaints team to work on a resolution. If you remain unsatisfied, you can request a senior manager to review your complaint and conduct a full investigation.
If your complaint remains unresolved after 8 weeks, you may escalate the matter to an independent ombudsman through the Alternative Dispute Resolution (ADR) scheme.
Communications Ombudsman
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU