Complaints Code

City Communications is an independent family business that provide telecommunication services to predominately business customers. We may not provide all of the components of our services ourselves, but when we do purchase our wholesale providers, we choose them carefully to ensure that you get a high quality service, and we make every reasonable effort to supply services that satisfy your requirements.
Despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Customer Support Team using one of the following:
By phone: 0115 8384284
By email: support@citycommunications.co.uk
By post: City Communications, Trent Business Centre, Thoroton Road, West Bridgford, NG2 5FT
Or via our website: www.citycommunications.co.uk

If you call the support team, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask questions to confirm that we are speaking to the right person.

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and keep you informed at all times.
We normally aim to resolve complaints within 10 working days but depending on the nature of the complaint, this is not always possible. However, if you are not happy with the progress in resolving your complaint you can ask the person to whom you are speaking, to escalate the matter to their Managing Director.

If we cannot resolve the problem, we will write to you to say so.
If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from The Ombudsman Services.
Details are as follows:

Address – PO Box 730, Warrington, WA4 6WU

Phone – 0330 440 1614

Email – osenquiries@os-communications.org

Alternatively, you can go to their website – www.ombudsman-services.org

The Ombudsman Services are an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom‐approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

Other useful addresses

Ofcom:
Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
020 7981 3040 or 0300 123 3333
contact@ofcom.org.uk
www.ofcom.org.uk

PhonepayPlus:
Clove Building, 4 Maguire Street, London, SE1 2NQ
0800 500 212 or 020 7940 7474
www.phonepayplus.org.uk
info@phonepayplus.org.uk

Telephone Preference Service:
DMA House, 70 Margaret Street, London, W1W 8SS
0845 0700707
www.tpsonline.org.uk

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