Dispute Resolution

Code of Practice for Resolution of Disputes and Customer Complaints

Capital Telecom commits itself in providing first-class telecoms products and customer service…

However, if you’re unhappy with the service we’ve provided and wish to complain, please be assured that we will do everything in our power to resolve the issue rapidly and to your complete satisfaction. It is our policy to resolve all complaints within a maximum of ten working days if at all possible. If a complaint will need more time than this to sort out, we will advise you accordingly.

Please contact our customer service team immediately any issue arises with which you’re unhappy. You can contact them by email, phone or letter.

If you are dissatisfied with the way your complaint is being dealt with by a member of our customer service team, please ask for your complaint to be escalated to their department head. If you still fail to get a satisfactory solution, please ask for the complaint to be taken to our Managing Director, Robin James.

In the highly unlikely scenario that your complaint remains unresolved after 40 working days, or we have informed you that despite our best efforts the complaint has, in our opinion, ended in deadlock, you can contact independent bodies such as the Ombudsman Services.

How to contact Capital Telecom Support:

By phone: 0800 22 88 66

If you phone with your complaint, we will try and solve the problem there and then. Please be aware that we may ask you security questions to comply with data protection rules. If the complaint can’t be resolved at the time, we will advise you of its progress by phone, email or in writing.

By email

Complaints received via email will be acknowledged by email within one working day. We will then advise you how we plan to proceed with the resolution of your issue and the anticipated time schedule.

By letter:

Please write to: Customer Services, Capital Telecom, 40 Glenferness Avenue, Bournemouth, BH4 9NQ.

Complaints received via mail will be acknowledged by post within one working day. We will then advise you how we plan to proceed with the resolution of your issue and the anticipated time schedule.

Helpful numbers

Ofcom

Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 020 7981 3040
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

Ombudsmen Services (Otelo)

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
Website: https://www.ombudsman-services.org/sectors/communications

Phone-paid Services Authority

25th Floor, 40 Bank Street
London, E14 5NR
Tel: 0300 30 300 20 (Monday – Friday, 10am – 4pm, excluding bank holidays)
Website: http://psauthority.org.uk/

Telephone Preference Service (TPS)

DMA House
70 Margaret Street
London
W1W 8SS.
Website: www.tpsonline.org.uk