Customer Service: 0161 465 6655......

Telecoms complaints procedure

We're here to help

kinex complies with the Ofcom General Conditions. Switching is covered by General Condition C7 which can be found here, and Mobile Sales & Marketing is covered by General Condition C8, a summary of which can be found here.

We will always try and do everything we can to ensure that you are completely satisfied, but we understand that problems can sometimes arise. To ensure your complaint is resolved quickly and to your satisfaction, we have put together the following complaints procedure.

The best way to get a complaint resolved quickly is to call us on 0161 465 6655 to speak to our Customer Service advisors. If you can’t call us, you can email us at service@kinex.co.uk or write to the Customer Services Team, kinex, No. 1 Dovecote, Old Hall Road, Sale, M33 2GS.

Step 1

Our Customer Service Advisors have been empowered to resolve complaints on the first call whenever they can. If you have written to us, we may need to contact you by phone to obtain more information before we can investigate your complaint. We may need to speak to a third party, such as a wholesaler, before we can resolve your complaint, but we’ll keep you updated on our progress if we need to do this. If our Customer Services Team can’t resolve your complaint, it will be passed to our Customer Resolution Team.

Step 2

The Customer Resolution Team will acknowledge your complaint before conducting a full review and completing further investigations if needed. They’ll get back to you either on the phone or in writing.

Step 3

If you’re still unhappy after we’ve completed our review and investigation, or your complaint isn’t resolved after 8 weeks, you can ask Ombudsman Services: Communications to help. The Ombudsman Services: Communications is an independent alternative dispute resolution scheme. You can visit www.ombudsman-services.org to find out more, or contact them on 0330 440 1614.

Verastar Ltd trading as kinex. Registered in England & Wales No: 3667643. Vat Registration No: 945 795467. Registered Office: No. 1 Dovecote, Old Hall Road, Sale M33 2GS.

Coronavirus Update

If you’re a telecoms customer whose business has closed as a result of the national restrictions and you need a call divert adding to your line, no problem, simply click here and follow the on-screen instructions. You can also, pay a bill, reset your direct debit or report a fault with your telecom service, all online at kinex.co.uk/customerzone, at a time that’s convenient to you.

If you’re an electricity, gas or water customer whose business has closed as a result of the national restrictions and you didn’t give us a read within a few days prior to closing, it’s really important that you give us an up to date meter read now and another one as soon as you reopen. This is so that you only pay for what you’ve used. Here’s our helpful guide on how to read your meter. You can submit your meter read by logging into your exclusive Customer Zone portal or by emailing meterread@kinex.co.uk. If you email us, please remember to include your account number and the date you took the meter reading.

There’s more help and advice available on our website to help you through these difficult times. We’ll update it as more information becomes available. Click here to visit our page.

Telecoms complaints procedure

We're here to help

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Terms & Conditions

Complaints

Contact us

Coronavirus Update

Call Sales on 0161 465 6649

Call Customer Services on 0161 465 6655