Customer Complaints Code of Practice

At Adam Phones, we are committed to providing our customers with the best possible service.

This code of practice outlines the process that we will follow in the event that an individual or a business with 10 or fewer employees has a complaint.

Please note that the information provided in this code is not contractual and is in addition to any other rights that you may have under the terms and conditions that apply in the supply of services and/ or equipment to you.

How to make a complaint

To make a complaint, please contact us as soon as possible in any of the following ways:

By phone

You can call us on 0208 742 0101 from Monday to Sunday, 8am to 8pm. This call is free from your landline.

If you are reporting a fault, you can call us free on 0800 123000. This line is open 24 hours a day, seven days a week.

Online

You can contact us online at www.adamphones.com. Alternatively, you can email us at customercomplaints@adamphones.com.

By Post

To log a complaint by post, please write to: Adam Phones Limited, 1-3 Dolphin Square, Edensor Road, London W4 2ST.

We will aim to resolve your complaint during our initial telephone conversation or email exchange with you. For complaints received by post, your letter will be acknowledged within 24 hours of receipt and we will aim to resolve this within 5 working days. If we are unable to provide you with a satisfactory resolution within these timescales, we will advise you of the intended timescales in which we expect to resolve your complaint and will keep you informed of progress.

Escalating your complaint

If your complaint is not resolved to your satisfaction, you can request that it is escalated to a Board Director who will provide you with a response within 5 working days of receipt of the complaint.

Referrals to the Ombudsman Service

If you receive a ‘deadlock’ letter from us stating that there are no further steps that can be taken to resolve your complaint or your complaint has not been resolved within eight weeks from the date of receipt, then you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services: Communication. If your complaint falls within their remit, they will investigate it free of charge and make a decision of how to settle it.

Complaints to the Ombudsman Services: Communication must be made within six months of receipt of your ‘deadlock’ letter. If we haven’t sent you a ‘deadlock’ letter, you must contact Ombudsman Services: Communications within nine months of making your complaint to us.

To make a complaint to the Ombudsman Services: Communications visit their website: www.Ombudsman-Services.org/complain-now. Alternatively, you can call 0330 440 1614.

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.