Customer Complaints Code
At Merlin we are committed to providing outstanding customer service and we want to ensure that we continuously listen to our customers to understand their concerns and respond appropriately.
We accept that things can go wrong on occasion, but we see these instances as an opportunity for us to demonstrate our culture of putting the customer at the heart of what we do.
A copy of this complaints code can be provided in hardcopy or emailed upon request.
How to raise a complaint
In the first instance, please contact your dedicated Customer Service team using the contact details at the top of your monthly invoice, or by post at the following address:
Merlin Telecommunications Ltd
Unit 6 Station Road
Terrington St Clement
To help us reach a resolution as quickly as possible, please have the following information to hand when you contact us::
- Your Account Number
- A contact telephone number and or email address
- As much detail as you can provide about the issue
- What you feel we can do to fairly resolve the matter
Our Customer Service Team will be happy to capture the details of your complaint and will aim to provide a resolution within five working days.
In the majority of cases we have found we are able to quickly resolve any dissatisfaction, however if you remain unhappy with our initial response, your complaint will be escalated to our Resolutions Team who will review your complaint and aim to provide a resolution within a further 10 working days.
If you still remain dissatisfied after the Resolutions Team has reviewed your complaint – or if eight weeks have passed since your initial complaint – then, we will provide you with an Alternative Dispute Resolution (“ADR”) letter outlining our final position. Subject to eligibility, your ADR letter/email will allow you to refer your complaint to Ombudsman Services.
Ombudsman Services provide an independent service to domestic or small business customers (with 10 employees or less) who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within 12 months of receipt of an ADR letter.
Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.