Unicom has in place a structured complaint escalation process for customer who wish
to make a complaint in relation to our service.
In order to obtain a copy of the Unicom's Complaints Handling and Dispute Resolution
Code of Practice, please email
info@switchingon.com or contact customer services on 0161 946 4444.
Alternatively,
download the zipped document in PDF format.
Stage 1
Any customer complaints relating to our service should be made in the first instance
to our customer service department, who will make all reasonable endeavours to resolve
any complaints raised. Complaints can be raised by telephoning 0161 946 4444,
faxing 0161 946 4445, emailing
info@switchingon.com or by writing to Customer Services, Unicom, Universal
House, Longley Lane, Manchester, M22 4SY.
Stage 2
If you remain dissatisfied with the resolution offered by customer services, you
can request that the complaint is escalated by telephoning 0161 946 4444
and asking for the escalations team, faxing 0161 946 4445, by emailing
info@switchingon.com
or by writing to The Escalations Team, Unicom, Universal House, Longley Lane, Manchester,
M22 4SY.
Stage 3
Any unresolved complaints will be transferred to the compliance department, who
will conduct a detailed investigation of the complaint and provide a formal written
statement to the customer within 28 days of the complaint being transferred to the
compliance department. This process may include speaking to the customer to document
the course of events that led to the complaint and request any documentary evidence
from the customer or third parties, to assist the compliance department with their
investigations. The compliance department can be contacted by telephoning 0161
946 4995, faxing 0161 946 4445, by emailing
compliance@switchingon.com or by writing to The Compliance Department,
Unicom, Universal House, Longley Lane, Manchester, M22 4SY.
Stage 4
If you are not satisfied by the outcome of the complaint investigation, you should
write to The Compliance Manager, Unicom, Universal House, Longley Lane, Manchester,
M22 4SY.
The Compliance Manager will endeavour to provide a resolution or a deadlock letter
to you within 28 days.
Stage 5
If you consider we have not been able to resolve your complaint satisfactorily,
and 12 weeks has elapsed, or you have received a letter from us saying that we have
now exhausted our internal complaints procedure, you may make a complaint to OTELO,
of which Unicom is a member company. OTELO is an independent alternative dispute
resolution scheme, whose contact details are as follows:
OTELO
PO Box 730
Warrington
WA4 6WU
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