Complaint Escalation Process
Titan Telecom has in place a structured complaint escalation process for customers
who wish to make a complaint in relation to our service.
In order to obtain a copy of Titan Telecom’s Complaints Handling and Dispute Resolution
Code of Practice, please email info@titantelecom.uk.com
or contact customer services on 0844 257 0844. Alternatively, download
the document in
PDF format. Please click here to visit our website www.titantelecom.uk.com.
Stage 1
Any customer complaints relating to our service should be made in the first instance
to our customer service department, who will make all reasonable endeavours to resolve
any complaints raised. Complaints can be raised by telephoning 0161 946 4825,
faxing 0844 257 0845, emailing
info@titantelecom.uk.com or by writing to Customer Services, Titan Telecom,
PO Box 844. Manchester, M22 4ZG.
Stage 2
If you remain dissatisfied with the resolution offered by customer services, you
can request that the complaint is escalated by telephoning 0161 946 4825
and asking for the escalations team, faxing 0844 257 0845, by emailing
info@titantelecom.uk.com or by writing
to The Escalations Team, Titan Telecom, PO Box 844, Manchester, M22 4ZG.
Stage 3
Any unresolved complaints will be transferred to the compliance department, who
will conduct a detailed investigation of the complaint and provide a formal written
statement to the customer within 28 days of the complaint being transferred to the
compliance department. This process may include speaking to the customer to document
the course of events that led to the complaint and request any documentary evidence
from the customer or third parties, to assist the compliance department with their
investigations. The compliance department can be contacted by telephoning 0161
946 4825, faxing 0844 257 0845, by emailing
compliance@titantelecom.uk.com or by writing to The Compliance Department,
Titan Telecom, PO Box 844, Manchester, M22 4ZG.
Stage 4
If you are not satisfied by the outcome of the complaint investigation, you should
write to The Head of Compliance, Titan Telecom, PO Box 844, Manchester, M22 4ZG.
The Head of Compliance will endeavour to provide a resolution or a deadlock letter
to the customer within 28 days.
Stage 5
If you consider we have not been able to resolve your complaint satisfactorily,
and 8 weeks has elapsed, or you have received a letter from us saying that we have
now exhausted our internal complaints procedure, you may make a complaint to Ombudsman
Services: Communications,
of which Titan is a member company. Ombudsman Services:
Communications is an independent alternative dispute
resolution scheme, whose contact details are as follows: