Complaint Code of Practice
The Vee Network Customer Complaints Code
This Customer Complaints Code provides clear and useful information about what you can do if you are not happy with Vee Network’s services.
It explains:
- How can you make a complaint
- What we will do and when
- What you can do if you are still not satisfied
Our Commitment:As a network provider, we are committed to delivering the highest quality service at all times. However, we understand that things can sometimes go wrong. We take pride in our customer care and work hard to keep you satisfied. The sooner you let us know about a problem, the sooner we can find a solution.
How You Can Complain
Here are the ways you can get in touch with us to register a complaint:
🌐Online
Visit www.veenetwork.co.uk go to the Contact Us page, and submit your complaint. This allows us to handle your issue quickly without the need to write or send a letter.
☎️By Phone
Residential Customers
Fault Reporting
Unresolved Fault Complaints
Business Customers
📧By Email
You can email your complaint to us 24 hours a day.
- Your account number or any reference number given by us (e.g., order number)
- Your full name and address
- Full details of what the problem is
- Important: Please do not generalise - we need as much detail as possible to investigate your complaint
✉️By Letter
It takes longer to reply by letter but, if you prefer to write, please send your letter to the appropriate address below. Make sure you include the account number and the telephone number of the service you're complaining about.
For Residential and Business Customers:
Customer Services Manager
Vee Network LTD
78 Queens Road
Watford, England
WD17 2LA
What We'll Do and When
We aim to resolve any problem to your complete satisfaction.Our customer service and technical support advisers will try to do this as quickly as possible, preferably during a phone call or email exchange. If we are unable to resolve the issue immediately, we will explain what we can do next.
Response Time
We aim to respond to complaints made by letter, email, or phone within 10 working days.
Depending on the complexity of the investigation, resolution may take up to four weeks in some cases.
Immediate Resolution
Many complaints can be resolved during a call with one of our customer service advisers.
Regular Updates
We will always try to resolve your complaint straight away. However, if it takes longer to investigate, we will respond and keep you regularly updated on progress.
Escalation
If an adviser is unable to resolve your complaint, we will review it and escalate it internally to the next level within the company.
Final Position
Most complaints are resolved at this stage. If not, we will explain our final position. In some cases, we may issue a deadlock letter, which means there is nothing further we can do.
Complaint Levels
Level 1 – Customer Service Adviser
First point of contact. We will attempt to resolve your complaint immediately.
Level 2 – Manager
If the adviser cannot resolve the issue, it will be escalated to a manager.
Level 3 – Final Internal Review
The final internal review stage for complex or unresolved complaints.
What You Can Do If You’re Still Not Happy
If you are still not satisfied after following the process above, and we have issued a deadlock letter or eight weeks have passed since your complaint was raised, you may refer the matter to Ombudsman Services: Communications.
Ombudsman Services: Communications (ADR)
Ombudsman Services: Communications provides a free, independent service for customers who are not satisfied with the outcome of their complaint.
What They Cannot Handle:
- Complaints about commercial policy (such as pricing or broadband/VoIP availability)
- Complaints from businesses with more than 10 employees
Time Limits:
- With a deadlock letter Contact them within six months of receiving it
- Without a deadlock letter: Contact them within nine months of making your complaint to us
Contact Information
PO Box 730
Warrington
WA4 6WU
⚠️ Zero Tolerance Policy
Please note: We know that problems can arise and can be frustrating. However, Vee Network operates a zero tolerance policy regarding abusive behaviour towards our staff.
This applies just as much to e-mail as to telephone calls and SMS.
The use of inappropriate or abusive language may result in your telephone call being terminated.