Loop Scorpio Limited
Complaints Proceduire

1. Introduction

We at Loop Scorpio are committed to providing our customers with an excellent level of service. Having said that, we do of course recognise that we will sometimes get something wrong or in some other way fall short of your expectations. When this happens we would like you to contact us in order that we can (a) do our best to resolve the matter speedily and to your satisfaction, and (b) review our internal procedures to see if they can be improved. To help you help us in this matter, we have produced this Complaints Procedure.

2. Contacting Us

Please feel free to contact us by the method you find most appropriate. These include:

Telephone

Our main telephone number is 01452 674 010

Email

For general issues you can email us on enquiries@loopscorpio.net. For issues specific to one of our areas of operation (such as Ledbury Broadband, Highnam Broadband etc) you can email us on enquiries@ledburybroadband.co.uk, enquiries@highnambroadband.co.uk etc.

Whichever method of contact you choose, please be ready to give us as much information as you can about the nature of your complaint. We would also appreciate it if you could be clear from the outset that you wish to raise a formal complaint.

3. Dealing with your Complaint

We have developed the following five step procedure to deal with, and hopefully resolve, your complaint.

Complaint Initiation

In this step we shall gather as much relevant information from you as we can on the precise nature of your complaint. We shall also issue you with a Complaint Reference Number.

Resolution Attempt 1

At the time the complaint is raised, we shall explore whether or not we are able to suggest, and implement, the necessary remedial action. Where this is practical, we shall agree with you the steps we shall implement, and any necessary timescales. Once the steps have been implemented we shall contact you to see if the issue has been resolved to your satisfaction, and if so close the complaint.

Resolution Attempt 2

For issues that cannot be dealt with immediately, we shall undertake to carry out a more detailed review which will in turn result in a proposal for remedial action. We shall then contact you to discuss our proposed action(s) and if agreeable to you we shall implement them. Once the actions have been implemented we shall contact you to see if the issue has been resolved to your satisfaction, and if so close the complaint.

Resolution Attempt 3

Where the first two attempts to resolve the issue have proved to be unsuccessful, we shall undertake a director-level review of your complaint, which will result in our final proposal for remedial action. We shall then contact you to discuss our proposed action(s) and if agreeable to you we shall implement them. Once the actions have been implemented we shall contact you to see if the issue has been resolved to your satisfaction, and if so close the complaint.

Deadlock

Should we still have failed to resolve the issue to your satisfaction, we shall issue you with a formal"deadlock letter" confirming this. The purpose of this letter is to confirm that we believe that there is nothing further that we are able to do with respect to your complaint. At this stage, you may wish to refer your complaint to The Ombudsman Services Ltd, our independent dispute resolution Service.

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Website: www.ombudsman-services.org
Email: osenquires@os-communications.org
Telephone: 0330 440 1614.

The Ombudsman Services Ltd is an independent approved dispute resolution service and is empowered to resolve customer disputes; we are committed to this process. The Ombudsman Services Ltd is approved by the communications regulator Ofcom.

If your complaint has not been resolved by us or our dispute resolution agency, or you require further information on the role of Ofcom see www.ofcom.org.uk or call them on 0300 123 3000.