Applies to: Residential and Micro-business Customers
1. Our Commitment
Telemedia Technology Limited is committed to providing high-quality telecommunications and connectivity services. If something goes wrong, we aim to resolve it quickly, fairly and professionally.
This Complaints Code of Practice explains how we handle complaints and how unresolved matters may be referred to Alternative Dispute Resolution (ADR).
2. What Is a Complaint?
A complaint is any expression of dissatisfaction about:
The supply of our services
Billing or charges
Customer service
Contract terms
Installation or service performance
3. How to Make a Complain
You may contact us using any of the following methods:
Email: customerservice@digitalbritain.com Telephone: 03333 580 999 Post: Telemedia Technology Limited, 181-183 The Rock, Bury, BL9 0NE.
To help us investigate efficiently, please include:
Your company or account name
Account number (if known)
Description of the issue
What resolution you are seeking
4. How We Handle Your Complaint
Step 1 – Acknowledgement We will acknowledge your complaint within 2 working days.
Step 2 – Investigation We will review account records, technical data (where applicable), and speak with relevant team members. We may contact you if further information is required.
Step 3 – Resolution We aim to resolve complaints within 10 working days wherever possible. If more time is required, we will keep you informed of progress.
5. Escalation Process
If you are not satisfied with our initial response, you may request escalation. Your complaint will then be reviewed by a senior manager who was not directly involved in the original investigation.
We will issue either:
A final written response, or
A Deadlock Letter confirming our position.
6. Alternative Dispute Resolution (ADR)
If 8 weeks have passed since you first made your complaint and it remains unresolved, or we issue a Deadlock Letter, you may refer your complaint free of charge to:
The Ombudsman is an independent Alternative Dispute Resolution scheme approved by Ofcom. They will independently review your complaint and may make a binding decision if you choose to accept it.
7. Time Limits
You must refer your complaint to the Communications Ombudsman within 12 months of our final response or 12 months of the issue arising.
8. Regulatory Obligations
Telemedia Technology Limited operates under the General Conditions of Entitlement issued by Ofcom. This Complaints Code of Practice is published in accordance with those requirements.
9. Accessibility
If you require this document in an alternative format, please contact us.
