Synergy Customer Complaints Code of Practice

Introduction

At Synergy ICT Integrated Services Ltd, we are committed to delivering outstanding broadband services and exceptional customer care. We strive to ensure your experience with us is seamless and satisfactory. However, if we fall short of your expectations, we welcome your feedback and are dedicated to resolving any issues promptly and fairly.

This Customer Complaints Code of Practice outlines our process for handling complaints, ensuring transparency and efficiency. It complies with industry standards and our obligations as a provider registered with the Communications Ombudsman. If you require this document in an alternative format (e.g., large print, braille, or audio) or a printed copy by post, please contact us, and we will arrange this free of charge.

How to Contact Us

If you have a concern or complaint, our dedicated teams are here to assist. You can reach us through the following channels:

By Email

By Post
Write to us at:
Synergy ICT Integrated Services Ltd
Castle Farm
Unit 4 Castle St
Raglan
Usk
NP15 2BT

By Phone
Call our Customer Care Team at 01600 714472

Our lines are open Monday to Friday, 9:00 AM to 5:30 PM. Please have your account details or registered email address ready to help us process your query efficiently.

Our Complaints Process

We aim to resolve your complaint as quickly as possible, ideally during your initial contact. Here’s how we handle complaints:

  1. Initial Contact: Our Customer Care Team will listen to your concern and attempt to resolve it immediately. If your issue requires further investigation, we will log it as a formal complaint and provide you with a unique reference number.
  2. Acknowledgment: You will receive an acknowledgment of your complaint via email or phone within 2 working days, including your reference number and an estimated resolution timeline.
  3. Investigation: We will thoroughly investigate your complaint, keeping you informed of progress. Most complaints are resolved within 15 working days. For more complex cases, we may need additional time, but we will provide regular updates at least every 10 working days.
  4. Resolution: Once we have completed our investigation, we will communicate the outcome to you in writing (via email or post, as preferred), detailing any actions taken or proposed solutions.

Escalating Your Complaint

If you are not satisfied with the resolution provided, you can request further review:

  • Internal Escalation: Contact us to request a review by a senior manager. They will conduct an independent assessment of your complaint and provide a final response within 10 working days.
  • External Escalation: If your complaint remains unresolved after 8 weeks from the date it was first raised, or if you are dissatisfied with our final response, you can refer your case to the Communications Ombudsman, an independent Alternative Dispute Resolution (ADR) service.

Communications Ombudsman

The Communications Ombudsman provides free, impartial adjudication for unresolved complaints. You can contact them via:

Please note that the Ombudsman typically requires you to have followed our internal complaints process before accepting your case.

Closing a Complaint

We will consider your complaint closed when:

  • We have provided a final written resolution, and you have not responded within 28 days.
  • You confirm in writing that you are satisfied with the outcome.
  • We have been unable to contact you for 28 days despite reasonable efforts.
  • The complaint is deemed frivolous or vexatious, in line with industry guidelines.

Our Commitment to You

We value your feedback and treat all complaints seriously. Our goal is to resolve issues promptly, fairly, and to your satisfaction while continuously improving our services. If you have any questions about this Complaints Code or need assistance, please contact us using the details above.