Complaints Policy

Complaints Policy

Complaints Policy

Complaints Procedure

We always try to make sure things run as smoothly as possible for our customers. If you have a problem or are unhappy with any part of our service, please tell us. Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.

If You Have a Complaint

Our Customer Service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by web, phone, or letter.

By Telephone

Please contact your Desk Based Account Manager or your Account Manager in the first instance.

Alternatively, please call
0203 675 3030.

Opening Hours

Monday to Friday – 9am to 6pm excluding Bank Holidays and calls may be monitored or recorded for monitoring or security purposes.

By post:

Customer Experience Team,
Olive Communications,
Olive House, Mercury Park,
High Wycombe, HP10 0HH

By Email

cs@olive.co.uk

We’ll look into your complaint immediately and aim to sort the issue out as fully as we can within 5 working days. If something comes up that means it may take longer than this we’ll let you know.  If you’re unhappy with our decision, ask for one of our team managers to investigate further. A member of the management team will be in contact with you within 24 hours of escalating the complaint and will attempt to resolve any outstanding issues. You will be regularly updated throughout the course of our investigation into your complaint as to where we are in providing our decision.

Impartial Review

We hope that we will have been able to sort out any problems by this stage. However, if you’re still not satisfied after speaking to one of our managers and you’d like an impartial review, ask them how you can get in touch with our dedicated Escalations Team.

You will need to provide:

  • Your name and address
  • Your mobile and account numbers
  • Your preferred contact number
  • A suggestion of what you’d like us to do to put things right
  • If you’ve had any previous correspondence relating to your complaint, any names of supervisors and team managers you’ve spoken to.

The team will review your complaint within 3 working days.

Dispute Resolution

If we haven’t been able to sort things out within eight weeks, the ombudsman can review your complaint for free. Unless there is a deadlock situation, they won’t look at cases that are less than eight weeks old. Contact them directly at:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Textphone: 0330 440 1600
www.os-communications.org
Email: enquiries@os-communications.org

© 2017 Olive