PureComms Code of Practice for Customer Complaints and Dispute Resolution

PureComms are committed to providing the very best telecommunications service; but, despite our best efforts, things can still go wrong. When they do, we want to know so that we can put them right as quickly as possible.

Our aim is to solve any problem to your complete satisfaction, and our team will try to do this as quickly as possible. If this is not possible, we will agree a course of action with you. If you are not happy with the way we have handled your complaint, please ask to speak to Rob Vivian. Your complaint will be reviewed and we will work with you to try to resolve the problem. We will settle most complaints by this stage but, if this is not the case, we will explain our final position. In some circumstances we may send you a ‘deadlock’ letter. If we send a deadlock letter, this means that there is nothing more we can do.

Contact details for making a complaint are listed below:

PureComms, East End Court,
Tickenham Road, Clevedon,
BS21 6QY

Tel : 0800 634 4733
Email : support@purecomms.co.uk

Contract Details and Terms and Conditions are on our website www.purecomms.co.uk

Complaint Handling Procedure:
In the first instance, please contact us on 0800 634 4733 or email support@purecomms.co.uk, alternatively please write to us at the above address.

If the operations team are unable to resolve the complaint please ask to speak to Rob Vivian, Managing Director.

We aim to resolve your complaint within 10 working days of you bringing it to our attention. We will keep you updated regularly throughout the progress of the complaint.

Alternative Dispute Resolution Procedure:
If you receive a letter from us saying that your complaint has reached deadlock or, if it is 8 weeks since you made a complaint to PureComms you may make a complaint through Ofcom. This is an independent free service for consumers. Their contact details are as follows:-

Ofcom
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Tel : 0300 123 3000