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Code of Practice

COMPLAINTS CODE OF PRACTICE

INTRODUCTION

You are reading Hyperoptic’s Complaints Code of Practice (“Complaints Code”). The Complaints Code lets you know how to make a complaint and how to take your complaint further if you need to. This Complaints Code covers the Internet Services and Telephone Service (if you have chosen to use it) provided to you by Hyperoptic.
We care very much about your satisfaction with our Services and wish to provide you with the best possible service. If you are dissatisfied with any aspect of our service, please contact us and we shall do our best to resolve the problem. If you are not able to make a complaint yourself, you can ask someone else to make the complaint on your behalf.
All members of our staff are aware of the Complaints Code and will follow the Complaints Code at all times to make sure that any complaints or queries are dealt with as quickly and fairly as possible.

ABOUT THIS COMPLAINTS CODE

Ofcom requires that we have a complaints code of practice to protect residential and small business Customers but this does not affect your rights under the law.
In this Code all references to “we”, “us” or “our” are references to Hyperoptic and all references to “you” and “your” are references to you our customer.

HANDLING COMPLAINTS
Initial Complaints
We are committed to addressing Customer complaints as fairly and as quickly as possible. If you are dissatisfied with our Services please let us know as soon as you can by sending us an email to the address shown in this section below. You may also call or fax us on the numbers set out in this section below. If you prefer you can send us a letter to the address shown below (although this is not as quick). We will do our best to resolve the problem as quickly as possible. If you are not able to make a complaint yourself, you can ask someone to make the complaint on your behalf.
Please contact the Customer Support Centre on:
E-mail: support@hyperoptic.com
Telephone: 0333 332 1120
Fax: 0808 280 0875
Post: Hyperoptic Ltd, Hythe House 200 Shepherds Bush Road London W6 7NL (marked “Complaints”)

How We Will Respond
We will try our best to resolve your complaint during your initial call with us (if you choose to make a complaint by phone) or by emailing you within forty eight (48) hours of receipt of your complaint (if you choose to make a complaint by email, fax or post). Where this is not possible, we will agree a course of action with you and provide you, where possible, with clear timeframes and next steps to resolve your complaint. If you prefer to receive a response in writing then please ask.

If You are Not Satisfied
If you are not fully satisfied with the way your complaint was handled or if we do not resolve your complaint in full, then please put your complaint in writing to us by email or post at the email and postal addresses shown below. We will acknowledge your complaint within forty eight (48) hours of receipt and will try our best to respond to you within ten (10) working days of receipt.

Escalating Your Complaint
Once you have our response, and if your concerns have still not been addressed, you may escalate the problem to Nicola Smith, our Head of Customer Service, by sending her a letter to the address listed above under “Post” or email her at Nicola.Smith@hyperoptic.com. She will acknowledge your email or letter within forty eight (48) hours of receipt and will try her best to respond to you within ten (10) working days of receipt.
If you would like to further escalate your complaint, please address your letter to Dana Tobak, our CEO & MD, at the address listed above under “Post” or email her at Dana.Tobak@hyperoptic.com. She will acknowledge your email or letter within forty eight (48) hours of receipt and will try her best to respond to you within ten (10) working days of receipt.

Independent Adjudication
You may also choose to escalate your complaint to Ombudsman Services (see contact details below). Ombudsman Services is approved by the communications regulator, Ofcom, for the handling of consumer disputes free of charge to Customers.
If we are unable to resolve your complaint satisfactorily within a period of eight weeks, or if we agree before the eight weeks is up that we can do nothing further to resolve your complaint, we will issue a “deadlock” letter. You can then, if you choose, make a complaint through Ombudsman Services, a free independent alternative dispute resolution scheme (see contact details below).

Please note that Ombudsman Services will not adjudicate if you have not first followed Hyperoptic’s internal complaints procedure in full. If Ombudsman Services does deal with your complaint then an independent adjudicator will decide how your issue should be resolved based on the merits of your complaint. If you are unhappy with the way your complaint is dealt with by Hyperoptic or Ombudsman Services you can contact Ofcom (see contact details below). You can also get further help and advice from your local Citizens Advice Bureau but this not part of our formal complaints procedure.

Ombudsman Services
Tel: 0330 440 1614
Website: www.ombudsman-services.org

Ofcom is the independent regulator and competition authority for the UK communications industries
OFCOM
Ofcom Contact Centre
Riverside House
2A Southwark Bridge Road
London SE1 9HA

Tel: +44 (0) 845 456 3000 or +44 (0) 20 7981 3040
Fax: +44 (0) 845 456 3333

Email: advice@ofcom.org.uk
Website: www.ofcom.org.uk

HOW TO GET A COPY OF THIS COMPLAINTS CODE
This Code is published on our Website at www.hyperoptic.com. If you’d like to receive a free of charge hard copy of our Code, please email code@hyperoptic.com. It is available in standard format, large print, Braille and audio versions (as are all of the other terms which form part of your Agreement with us). If you have any questions about the Complaints Code, please contact:
Dana Tobak
Hyperoptic Ltd
Hythe House
200 Shepherds Bush Road
London
W6 7NL
Dana.Tobak@hyperoptic.com

CUSTOMERS WITH SPECIAL NEEDS
Hyperoptic welcomes all Customers, including those with disabilities, and we are committed to taking positive steps to provide a supportive and non-discriminatory environment. To help any of our Customers with special needs, we can supply large print, Braille or audio versions of this Complaints Code and any of our literature including all of our Legal pages on request. If you need help with any of your special needs when using our Services or in relation to your Agreement with us, please contact our Customer Support team via the online Customer Support Services centre on our Website www.hyperoptic.com or by sending an email to support@hyperoptic.com, telephoning 0333 332 1120 or sending a fax to 0808 280 0875. You can also write to us at the address shown under “How to Get a Copy of this Complaints Code” above.

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