Complaints Escalation Procedure



From time to time issues may arise that need to be escalated. The following section gives information on how to contact us, and what to do if you have a complaint.

Step one: how to contact us
If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our Customer Support teams, you may send your complaint in writing to:
Connaught Customer Support Manager
Connaught
129 Munster Road
Fulham
London
SW6 6DD
United Kingdom

Alternatively Connaught customers may email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

You should expect to receive a response to your query within 14 days of us receiving your correspondence.

Step two: what we will do
On receipt of your complaint our Customer Support Manager will thoroughly investigate any issues raised and propose a course of action for resolution.

Step three: if you are not satisfied
If you are not satisfied with the response you have received from us, you should send a letter detailing your complaint to:
Customer Experience Director
Connaught
129 Munster Road
Fulham
London
SW6 6DD
United Kingdom

You should expect to receive a response to your query within seven working days of us receiving your correspondence.

Step four: what we will do
On receipt of your complaint our Customer Support Director will thoroughly investigate any issues raised and propose a course of action for resolution.

Step five: further action in order to resolve your dispute
Once you have a response from our Customer Service Director, if you remain unsatisfied with our attempts to resolve the issue, you can contact Otelo, the Independent Ombudsman. Please note that Otelo can only help if you have given us an opportunity to resolve any issues. Otelo contact details:
Otelo
PO Box 730
Warrington
WA4 6WU

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Website: http://www.otelo.org.uk

Overview of complaints escalation procedure

  1. You contact Customer Support Manager
  2. Customer Support Manager will investigate and propose a solution
  3. You contact Customer Support Director
  4. Customer Support Director will investigate and propose a solution
  5. You contact OteloContact information
We are happy to answer any questions you may have regarding your Connaught services. Please note that any discussions with us are treated in strictest confidence, so we may need to ask you security questions to confirm that we are speaking to the right person.


This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.

Please note: by signing up for any of our services you agree to be bound by all Connaught terms and conditions.