Your one stop shop for Voice, Data, Mobile and WiFi solutions.

Complaints

At Design Communications we are committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers, to understand their concerns and respond appropriately. We accept that things can go wrong on occasion but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

 

How to raise a complaint

In the first instance you should contact the Support team that manages your account – support@designcom.co.uk or 01787 246370

The representative you speak to will be happy to take the details of your issues and handle your enquiry with the intent of providing a resolution to the matter as quickly as possible. To help us get to a solution quicker, please ensure that you have the following information ready when you call:

  • A contact telephone number, so we can call you during working hours
  • As much detail as you can provide about the issue to help us understand more about the issue
  • What you feel we can do to fairly resolve the matter

In the majority of cases, we have found we can resolve your complaint first time and to your satisfaction.

If you remain unhappy with the resolution being offered by the Support representative, then you can request that the matter is escalated. The Support Manager will review the situation and make contact with you within 8 working hours to discuss what more can be done to resolve your complaint.

 

Executive Resolutions Team

On those occasions where the Support Manager is unable to resolve things to your satisfaction, the matter will be escalated further to our Managing Director, Nigel McCartney, who will undertake a full review of the circumstances resulting in your complaint.

Nigel McCartney will resolve all complaints received within 5 working days. Should he be unable to provide a suitable resolution for you at this stage – or if 8 weeks has passed since your initial complaint – then, we will provide you with a letter or email of ‘deadlock’ outlining our final position.  Subject to eligibility, we will provide you the details of our Ombudsman Service.

The Executive Resolutions Team can be contacted directly if you feel that matter is of a sufficiently serious or sensitive in nature by emailing nigel@designcom.co.uk

 

Ombudsman Services: Communications

Ombudsman Services: Communications provides an independent service to domestic or small business customers who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within 12 months of receipt of a deadlock letter or email.

Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Phone: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600

Email: osenquiries@os-communications.org

Website: www.ombudsman-services.org/communications.html

 

Ofcom

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.

 

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