Customer Complaints Procedure
How to Complain
If for any reason, you are unhappy with the service provided by Claranet SOHO and would like to raise a complaint you can contact us through either of the means listed below.
By e-mail: customerfeedback@uk.clara.net
By Post: Customer Service, Claranet SOHO, 620 Birchwood Boulevard, Warrington, Cheshire, WA3 7QU
Your correspondence should include your name, preferred contact details, details of your service and an outline of your complaint.
What Happens Next?
Updates
Complaints will be responded to between the times of 9am to 5.30pm on Monday to Friday (excluding Bank Holidays) and the initial response to any complaints received will be within one weekday during these times. This means that complaints received at 4pm on a Friday will receive an initial response by 4pm on a Monday. Updates will be provided at least once per day Monday to Friday unless agreed otherwise until the complaint is resolved.
Resolution
We will take all reasonable steps to ensure a swift resolution to complaints after we have received them. Complaints will be handled at Team Leader level but if the Team Leader is unable to resolve a complaint it may be escalated to Manager level if necessary in order for resolution to take place. If we are unable to resolve a complaint within the 8 week period after we have received it you have the right to invoke the Alternative Dispute Resolution scheme listed below.
Alternative Dispute Resolution
We will try to resolve any disputes that you may have with us. However, if we cannot resolve any dispute between us, we are registered with the Communications and Internet Services Adjudication Scheme (CISAS) and you may apply to CISAS for the matter to be resolved under the rules of the scheme. Full details of how to apply are available at http://www.cisas.org.uk