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M-LINE TELECOMS
Code of Practice on Complaint Handling and Dispute
Resolution
M-LINE TELECOMS is an independent company that delivers
communications services to domestic and business customers (add if
to a specific geographical location). While we may not provide all
the component parts of our services ourselves, we do take
responsibility for the services delivered to you. So we will liaise
with our suppliers to ensure that any problems with their services
are resolved promptly.
We make every effort to ensure that our customers are happy with
the level of service, and the products and service they receive
from us. However, despite our best efforts, things can go wrong. We
take customer complaints very seriously and aim to resolve them
quickly and efficiently.
If you have a complaint about any part of our service, please
contact our Customer Service Team using one of the following
By phone: 0800 980 5090
By email: admin@mlinetelecoms.com
By letter: 12 Trinity Crescent, London SW17 7AE
If you telephone, our advisors will ask you about your complaint
and seek to resolve the problem while you are on the line. During
any discussions we will protect the privacy of the information that
we hold on you. To do this we may have to ask you questions to
confirm that we are speaking to the right person.
If you make your complaint by email or in writing, we will
acknowledge receipt, advise how and when we will next respond and
provide you with a contact point for checking progress on the
resolution of your complaint.
We will try to resolve your complaint quickly and efficiently,
and to keep you informed at all times. We normally aim to resolve
complaints within 10 working days but, depending on the nature of
the complaint, this is not always possible. However, If you are not
happy with progress in resolving your complaint you can ask the
person to whom you are speaking to escalate the matter to their
manager, and ultimately to the Managing Director. If we
cannot resolve the problem, we will write to you to say so.
If it has been more than 8 weeks from the date you first
contacted us to complain or you have received a letter from us
saying that your complaint has reached "deadlock", then you may ask
for help from.
The Office of the Telecommunications Ombudsman (OTELO):
PO Box 730, Warrington, Cheshire, WA4 6WU
Tel: 01925 430870 or 0845 050 1614
Email: enquiries@, Website: www.otelo.org.uk
OTELO is an independent organisation which is approved by Ofcom
to provide an alternative dispute resolution (ADR) service.
Ofcom-approved ADR services sort out disputes between
communications providers and their consumer and small business
customers. Their job is to investigate complaints fairly by
listening to both sides of the story. They look at the facts given
to them before recommending any action that may be needed to put
things right.
Alternatively, if at any time you are not satisfied with the
progress of your complaint you can ask us to agree an early
referral to ADR (i.e. that we issue a deadlock letter). However, we
may decline to do so if we do believe we will shortly resolve your
complaint and are taking active steps to do so. | 