Core Communications Services Ltd Code of Practice for Handling Customer Complaints
Our commitment is to respond to our customers enquiries as quickly and as efficiently as possible. Our commitment is to:
• Provide customers, where feasible, with an on the spot response to any enquiry.
• Aim to rectify the problem immediately and if this cannot be done, to investigate the problem and call the customer back within 48 hours. After this initial contact, the Core Customer Care representative will agree an appropriate call back schedule with the customer.
Our procedures for dealing with customer enquiries is set out below and should you have any questions, please feel free to call our customer care line on 0203 171 1777.
Contact Details for Lodging a Complaint
These are:
By Telephone - 0203 171 1777
Customer care agents are available from 9am to 5.30pm Mon – Fri.
Closed all public holidays and weekends.
In writing
Customer Care can be contacted in writing.
Our postal address is:
Core Communications Services Ltd
6–7 Ludgate Square
London
EC4M 7AS
Our Customer Care e-mail address is: complaints@italk247.com
Please include the following information:
• E-mail subject - Complaint
• Your name and address
• Your mobile/landline and account numbers
• A daytime contact number
Recording of Customer Complaints
All complaints are logged and tracked on Core’s IT systems.
Ensuring your query is resolved
Core will provide customers, where feasible with an on the spot response. Where this is not possible, Core will respond within 48 hours with a resolution or update. Where the query has not been resolved within the 48 hour period a customer care agent will schedule a time to call the customer back with an update.
Where we receive a query in writing Core will respond within 72 hours.
Escalation Process
Core’s complaint process is designed to encourage fast and efficient resolution of your issues at the first point of contact.
Step 1 – First Contact
Our customer care agents are empowered to resolve complex issues and make fair and reasonable customer service decisions.
Step 2 – Escalate to a Manager
If the customer care agent is unable to resolve the complaint it will be escalated to a Core Manager. The manager will review the dispute and respond to the complainant and attempt to resolve the complaint to the customer’s satisfaction.