Complaints code of practice
We aim to provide the very best services with the very best customer care however, we know sometimes, thing’s don’t go to plan. If for any reason, you feel that your issue has not been resolved or we’ve missed the mark, we want to know about it – please get in touch.
Our Complaints code of practice
After getting in touch to our support team and an unsuccessful resolve has been attempted, please get in touch by email or post above and we’ll investigate what’s happened within 5 days and respond to your complaint. If you post in, please be reminded there may be an additional delay and we will respond within 10 days.
Our aim is to resolve any on-going issue first and foremost, as quickly as possible. We will keep you posted at every opportunity and provide realistic expectations. We’ll try to do this within 10 days of receiving your complaint but if we’re dealing with third-parties, this may be considerably longer.
If you’re still not happy with our final position on your complaint, you can take the matter to Alternative Dispute Resolution (ADR) – We’re in the process of assigning one. We’ll let you know more throughout your complaint. Before contacting an ADR, all complaints need to be submitted to us by one of the methods outlined above and dealt with to enable a chance at a satisfactory outcome.
Nothing within this Complaints Code of Practice forms or is intended to form any contract between you and WestFibre. Our standard terms and conditions apply to the product or services available. Nothing in this Complaints Code of Practice affects your legal rights.