Customer Complaints Code

At Radius we strive to make your connected life simpler and easier. Our aim is to get things right first time, but we know that on occasion, things don’t quite work out. When this happens, we are committed to finding a resolution as quickly as possible. Our Customer Complaints Code is here to explain how to get in touch and how we can help.

Getting help (how to make a complaint)

To make a complaint, please contact us as soon as possible using any one of the following options:

By phone

If you would prefer to talk to us about your complaint you can call us free on 0330 818 5000.  Our trained team are available from Monday to Friday, 9am to 5 pm.

E-mail us

Get in touch via complaints@radiusconnectsolutions.com

Write to us

If you’d prefer to write to us, please include all the relevant details in your letter, including the issue you have had, the steps you’d like us to take, and your contact details.

Please address any letters to:

Radius Connect Solutions, Head Office, Emperor Way, Crewe, Cheshire, CW1 6BD

Or

Radius Connect Solutions, Northern Ireland Office, Waters Edge, Clarendon Dock, Belfast, BT1 3BH

Service for customers who may need specific help

If you are unable to raise a complaint yourself, you can nominate someone to contact us on your behalf. We will get in touch with you to verify that you are happy with the person nominated to act on your behalf.

Complaint Handling Process (How we will handle your complaint)

• Our aim is to resolve your complaint during out initial telephone conversation or e-mail exchange. We will fully investigate the complaint and do everything we can to resolve the issue as quickly as possible.
• We endeavour to resolve all complaints within 5 working days. If the issue is complex or of a technical nature it may take longer and, in such instances, we will keep in regular contact with you until a resolution is found.
• If you are not satisfied with the outcome to your complaint following investigation, you can request that this is escalated to a Senior Manager / Director who will review your case.

Alternative Dispute Resolution (ADR)

The Alternative Dispute Resolution scheme applies to those customers who have a turnover of less than £1.8 million and 10 or less staff.

If your complaint has not been resolved after 8 weeks, or we have issued you with an ADR Letter, (sometimes referred to as a ‘deadlock’ letter) , you can take your complaint to the independent Alternative Dispute Resolution service.

An ADR or Deadlock letter is a written final response from Radius Connect and IT, where we will confirm the findings of our investigation, detail any appropriate offer and inform you that we will not be intending to review the complaint further.

The Communications Ombudsman

The Communications Ombudsman is an independent dispute resolution scheme, which is approved by Ofcom. This scheme aims to impartially resolve communication complaints that cannot be resolved between a customer and a service provider.

If your complaint falls within their remit, The Communications Ombudsman will investigate this free of charge.

To make a complaint to The Communications Ombudsman you can use the following options:

By Phone:

0330 440 1614

Online

Visit the website https://www.commsombudsman.org/

E-mail: enquiry@commsombudsman.org

By Post

The Communications Ombudsman, P.O. Box 730, Warrington WA4 6WU