Our complaint handling and dispute resolution procedures.
The Meraki Group Ltd is an independent company that delivers communications services to domestic and business customers across the UK.
We take full responsibility for the services we deliver to our customers. Where problems arise, we will liaise with our suppliers and work to resolve them as quickly as possible.
If you wish to make a complaint, you can contact us through any of the following methods:
When you contact us by phone, our advisors will attempt to resolve your complaint in real time. To protect your privacy, we may need to verify your identity before discussing account details.
If you write to us, we will acknowledge receipt of your complaint, provide you with a point of contact, and outline the timescales for our next response.
We aim to resolve all complaints within 10 working days. However, some complaints may be more complex and require additional time. If at any stage you are unhappy with the way your complaint is being handled, you may ask for it to be escalated to a manager or the Managing Director.
If your complaint remains unresolved after 8 weeks from the date you first contacted us, or if you receive a "deadlock" letter from us, you may seek assistance from the Communications Ombudsman.