Telecoms complaints procedure

Step 1 – Letting us know

Our Customer Care advisors are empowered to resolve complaints on the first call whenever they can. If you’ve written to us, we might need to contact you by phone for more information before we look into your complaint. Sometimes, we’ll need to speak to a third party before we can resolve your complaint, but we’ll always keep you updated on progress.

We’ll always try and resolve your complaint at the first point of contact. To resolve we’ll:

• Offer an apology
• Explain what’s happened
• Take action to put things right
• Offer compensation in appropriate circumstances

If our Customer Care team can’t resolve your complaint, it will be passed to our specialist Complaint Champions team.

Step 2 – Trouble resolving your complaint

If your complaint is passed to our Complaints Champions, one of the team will acknowledge your complaint and complete a full review. Further investigation may be needed but you’ll be kept updated every step of the way.

Step 3 – If things haven’t been resolved to your satisfaction

If we’ve completed our review and full investigation and you’re still not happy, or your complaint isn’t resolved after 8 weeks, you can ask the Communications Ombudsman to help. The Communication Ombudsman is an alternative dispute resolution scheme. You can visit www.commsombudsman.org to find out more or contact them on 0330 440 1614.

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.