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Titan Telecom Complaints Escalation Process

Titan Telecom has in place a structured complaints 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.

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 Customer Resolution 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 Customer Resolution 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 Customer Resolution department with their investigations. The Customer Resolution department can be contacted by telephoning 0161 946 4825, faxing 0844 257 0845, by emailing compliance@titantelecom.uk.com or by writing to The Customer Resolution Department, Titan Telecom, PO Box 844, Manchester, M22 4ZG.

Stage 4

 

If you are unhappy with the outcome of the investigation by the Customer Resolution Department, you should write to the Customer Resolution Manager who will review your account and aim to provide a satisfactory resolution.

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:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Telephone: 0330 440 1614
Facsimile: 0330 440 1615
Textphone: 0330 440 1600
Email: enquiries@os-communications.org
Website: www.ombudsman-services.org