1. Introduction
At Rocket Fibre, we are committed to providing outstanding service and support. However, we understand that sometimes issues may arise. This Complaints Process outlines how customers can raise concerns and how we aim to resolve them promptly and fairly.
2. How to Make a Complaint
If you have a complaint, we encourage you to contact us as soon as possible so we can work towards a resolution. You can reach us through the following channels:
- Email: hello@rocket-fibre.co.uk
- Ticket: Via the customer Portal
- Post: Rocket Fibre, Unit 5 Perth House, Corby Gate Business Park, Corby, Northamptonshire, NN17 5JG
When submitting a complaint, please provide:
- Your full name and contact details.
- A clear description of the issue.
- Any relevant account information.
- Details of any previous communications regarding the matter.
3. Complaint Resolution Process
Once we receive your complaint, we will follow these steps:
Step 1: Acknowledgment
- We will acknowledge your complaint within 7 working days of receiving it.
- You will receive a reference number for tracking purposes.
Step 2: Investigation
- Our support team will review your complaint and may contact you for further details.
- We aim to investigate and resolve most complaints within 10 working days.
Step 3: Resolution
- We will provide a detailed response outlining the resolution or any necessary next steps.
- If additional time is required, we will keep you informed of the progress.
4. Escalation Process
If you are not satisfied with our initial response, you may request an escalation by:
- Asking for the complaint to be reviewed by a senior manager.
- Contacting us via email or phone and referencing your complaint number.
We will conduct a further review and aim to provide a final resolution within 15 working days of escalation.
5. Alternative Dispute Resolution
If you remain dissatisfied after exhausting our internal process, you have the right to escalate your complaint to an independent dispute resolution service:
CISAS
70 Fleet Street
London
EC4Y 1EU
6. Continuous Improvement
We take all complaints seriously and use them as an opportunity to improve our services. Your feedback helps us refine our processes and deliver a better customer experience.
7. Contact Us
For any questions regarding our Complaints Process, please contact us at hello@rocket-fibre.co.uk or call 03301227711.
