Complaints Code
We want every customer to be happy with our service. If something goes wrong, this code explains how to tell us and what we will do to put it right. Making a complaint is free.
1. How to complain
You can contact us in any of these ways:
- Email: complaints@vox4.ai
- Phone: 0161 250 0014 (9am to 5:30pm, Monday to Friday, excluding bank holidays)
- Post: Complaints, VOX4 LTD, 41 Highfield Road, Lymm, Cheshire, WA13 0DS
Please tell us your company name, your contact details, what went wrong, and what you would like us to do. If you need help making a complaint, for example because of a disability, tell us and we will make reasonable adjustments.
2. What happens next
| Step | What we do | When |
|---|---|---|
| 1. Acknowledge | Confirm we have received your complaint and give you a reference | Within 2 working days |
| 2. Investigate | Look into what happened and keep you updated | Throughout |
| 3. Respond | Explain what we found and how we will put it right | Within 20 working days where possible |
| 4. Escalate | If you are not happy with our answer, a director will review your complaint | Within 10 working days of your request |
If we cannot resolve your complaint, we will write to you to say so. This is called a deadlock letter, and it will include the details of our alternative dispute resolution scheme and how to apply.
3. If we cannot resolve your complaint
If you are a business with 10 or fewer employees and your complaint is about a phone or communications service, you can refer it to our independent alternative dispute resolution (ADR) scheme:
- after 8 weeks from when you first complained; or
- sooner, if we send you a deadlock letter.
If your complaint is still open 8 weeks after you first raised it, we will write to you to tell you about this right.
4. Keeping records
We keep a record of every complaint and how we resolved it for at least 12 months. We use complaints to improve our service.
5. A copy of this code
You can ask us for a free copy of this code by email, phone or post, and we will send it to you.