Complaints Procedure

 


We make every effort to ensure that our customers are happy with the level of service, and the products and services 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. The following information advises you on how to contact us in the event that you have a complaint. 

Stage 1 -  How to contact us

If you are unhappy with any of our products or services you may send your complaint to us in writing to: 

GCI Customer Services Department
Global House 
2 Crofton Close 
Lincoln 
LN3 4NT

Or email cmc@gcicom.net. You will receive written acknowledgement from us within 5 working days upon receipt of your correspondence. 

Stage 2 -  If you are not satisfied 

If you are not satisfied with the proposed course of action, you should request that your complaint is referred to the Head of Service. You will receive further written response from the Head of Service within 10 working days

Stage 3 -  If you are still unhappy 

If you are still unsatisfied with the proposed plan of action and wish to escalate your complaint further you need to write in to the address below to request escalation of your complaint to:

ADR Scheme Liaison Manager
PO Box 1180 
Lincoln 
LN5 5JN 

You will receive a further written response within 10 working days. If we cannot resolve the problem, we will write to you to say so.

Stage 4 -  Alternative Dispute Resolution 

If you remain unhappy and wish to pursue your complaint further, if your complaint has been outstanding for more than 8 weeks or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from CISAS. CISAS is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom approved ADR services have been set up to sort out disagreements 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.