Communications Complaints Procedure

We understand that things can sometimes go wrong and in recognition of that, we have produced a 5 step complaint process:

Stage 1

Any customer complaints relating to our service should be made in the first instance to our customer service department, who will make all reasonable endeavours to resolve any complaints raised. Complaints can be raised by telephoning 0161 465 6655, emailing service@kinex.co.uk or by writing to Customer Services, kinex, Longley House, Longley Lane, Manchester, M22 4SY.

Stage 2

If you remain dissatisfied with the resolution offered by customer services, you can request that the complaint is escalated by telephoning 0161 465 6655 and asking for the escalation team, emailing service@kinex.co.uk or by writing to The Escalation Team, kinex, Longley House, Longley Lane, Manchester, M22 4SY.

Stage 3

Any unresolved complaint will be transferred to the Customer Resolution department, who will conduct a detailed investigation of the complaint and provide a formal written response to the customer within 28 days of the complaint being transferred to the Customer Resolution department. This process may include speaking to the customer to document the course of events that led to the complaint and request any documentary evidence from the customer or third parties, to assist the Customer Resolution department with their investigation. The Customer Resolution department can be contacted by telephoning 0161 465 6600, emailing compliance@kinex.co.uk or by writing to The Customer Resolution Department, kinex, Longley House, Longley Lane, Manchester, M22 4SY.

Stage 4

If you are unhappy with the outcome of the investigation by the Customer Resolution Department, you should write to the Customer Resolution Manager who will review your account and aim to provide a satisfactory resolution.

Stage 5

If you consider we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a deadlock letter from us, you may make a complaint to Ombudsman Services: Communications, of which kinex is a member company. The Ombudsman Services: Communications is an independent alternative dispute resolution scheme, whose contact details are as follows:

Address:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Telephone: 0330 440 1614
Facsimile: 0330 440 1615
Textphone: 0330 440 1600
Email: enquiries@os-communications.org
Website: www.os-communications.org

kinex aims to resolve all complaints to the satisfaction of the customer. This must be balanced against an obligation to any staff member concerned and to the commercial reality of the customer’s contractual obligations.

Compensation will be considered where appropriate, if genuine fault can be established.

kinex has a Sales and Marketing Code of Practice which is available to download here.

kinex also comply with the Ofcom General Conditions. Sales activity is covered by General Condition 22 which can be found here and General Condition 23 which can be found here.