A: Complaints Code of Practice
1. INTRODUCTION
This document is intended to detail the Kijoma Broadband complaints procedure. This should be followed if customers are unhappy with any aspect of our service.
We strive to offer excellent value for money and the highest quality of service. If you are unhappy with our service, please contact us and let us know. We welcome your comments and feedback as it plays an important part in our process of continual improvement.
If you have a complaint, our formal internal complaints procedure is outlined below. We are fully committed to addressing all complaints fully and fairly within a reasonable time frame. We will respond to all complaints in the most appropriate way.
We aim to provide a substantive reply to all complaints received within 5 working days.
2. HOW TO REGISTER A COMPLAINT
You can register your complaint in the following ways:
2.1 By Telephone
01798 888001 - 9am to 5pm Monday to Friday, please leave a message outside of these hours.
2.2 On our Website
Visit our website
www.kijoma.net and go to the "Contact us" link, then simply complete the form with your contact details with a description of your complaint.
2.3 By Email
to
Customercare@kijoma.co.uk or
accounts@kijoma.co.uk
2.4 In writing by Post
Kijoma Broadband
21 Ship Street
Folkestone
Kent
CT19 5BE
If you are unable to complain yourself, you can ask someone to register a complaint and act on your behalf.
3. OUR EXPECTATION FOR RESOLVING A COMPLAINT
3.1 Step One
Contact us as soon as possible and let us know that you are dissatisfied with an aspect of our service. Our customer services team will then look into your complaint and look to provide a substantive response, in the most appropriate way, within 5 working days. Some complaints however may take longer than others to resolve. Therefore, we will keep you updated with the progress of your complaint and let you know if the resolution will go outside of the 5 working days’ timeline.
3.2 Step Two
If one of our team is unable to resolve your complaint, we will ensure your complaint is escalated to an appropriate level within the company. You can ask for a manager to review your complaint at any time if our team has not been able to help and hasn’t already offered to refer things to a manager. We do settle the majority of complaints during this step, however, if we cannot settle your complaint to your satisfaction, we will explain our final position. In some cases, we may send you a “deadlock” letter. Deadlock is when we have exhausted our options and cannot provide any further progress in the dispute.
4. WHAT TO DO IF YOU ARE STILL UNHAPPY
If you have followed the processes set out above and are still not happy and we have sent you a “deadlock” letter, or 8 weeks have passed since we received your complaint then you have the option of referring your complaint for independent consideration to the following association: CISAS , The dispute resolution service Kijoma are registered with..
4.1 CISAS
CISAS is an Approved Dispute Resolution Service and the one Kijoma is registered with.
Their contact details are:-
Telephone : - 020 7520 3814
Email -
cisas@cedr.com
For further information visit their website >
https://www.cedr.com/consumer/cisas/
