Complaint code

This customer complaint code applies to you if you are a consumer or small business that has purchased a service provided by Relish Networks, such as Keysurf or Media Force.

It is available here or you may get a copy by calling our customer care team on 0333 308 0000.

In addition you will also find information on the options available to you if we are unable to resolve any complaints or disputes within 8 weeks.

Complaint handling procedures

If you are unhappy with the service or have a complaint you should contact our customer care team first.

Ways to contact customer care

If you need to contact customer care you can do so 24 hours per day, 7 days per week in any of the following ways:

  • By phone, please call: 0333 308 0000.
  • By email, please email: fibresupport@rnplc.net.
  • By post. Our postal address is:

Relish Networks
University Court
Staffordshire Technology Park
Stafford
Staffordshire
ST18 0ES

If you write to us, please remember to include:

  • Your full name,
  • Your full postal address,
  • Your Relish Networks account number,
  • Please specify which Relish Networksservice or product you are making the complaint about,
  • Details of your complaint,
  • Your requirements for a solution to your complaint,
  • An alternative daytime contact telephone number.

If your complaint is made in writing, you will be contacted by a member of our customer care team within 5 working days of our receipt of your complaint.  If we can’t get hold of you by phone we will either email you if you have provided us with an email address, or we will write to you.

If, after contact with our customer care team, you are not happy with the way we have dealt with your complaint, you can ask for it to be escalated to a Customer Services Team Manager.

If you remain unsatisfied with how we have dealt with your complaint, you can ask us to reconsider the issue. You have the option to discuss the issue with the Customer Services Director.

If we have been unable to resolve your complaint to your satisfaction within 8 weeks, following the process above, you may refer your complaint to OS:C free of charge, for dispute resolution. We will write to you after 8 weeks to remind you of your right. OS:C is an independent dispute resolution scheme approved by Ofcom. Please ensure that you read the OS:C guidelines on their website www.ombudsman-services.org to ensure your complaint satisfies their condition for referral.

When your complaint goes through the scheme, an independent adjudicator will review your complaint, make a decision and decide how to settle it.

Details of the service are available by contacting us or OS:C directly:

The Ombudsman Service
3300 Daresbury Park
Daresbury
Warrington
WA4 4HS

Website: www.ombudsman-services.org