Telecoms complaints procedure

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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.

Notice of Application to transfer a Water Services Licence or a Sewerage Services Licence

Clear Business Water Limited, One Rutherglen Links Rutherglen Links Business Park, Rutherglen, Glasgow, Scotland, G73 1DF, hereby gives notice that on 13th May 2021 they made an application to the Water Industry Commission for Scotland (“the Commission”) for a consent to the transfer to it of the water services licence and sewerage services licence, currently held by Aimera Limited in terms of section 6 of the Water Services etc. (Scotland) Act 2005.

Any person who wishes to make representations on the application should send their representations, in writing (including by e-mail) to the Head of Competition, the Water Industry Commission for Scotland, First Floor, Moray House, Forthside Way, Stirling FK8 1QZ or enquiries@watercommission.co.uk by no later than 5pm on 9th June 2021.

Further information on how to make representations, including information on the treatment of confidential information, can be obtained from the Commission at the above address or at www.watercommission.co.uk or by telephoning 01786 430200.

Signed: Ben Storrie, Compliance Officer

For and on behalf of: Clear Business Water Limited

Date: 26th May 2021

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.

Telecoms complaints procedure

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Step 1

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