At TransWorldCom (TWC), we are committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers, to understand their concerns and respond appropriately. We accept that things can go wrong on occasion but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

A copy of this complaints code can be provided free in hardcopy or emailed upon request.

How to raise a complaint

In the first instance you should contact the Customer Services team that manages your account:

In the majority of cases we have found we can resolve your complaint first time and to your satisfaction.

The representative you speak to will be happy to take the details of your issues and handle your enquiry with the intent of providing a resolution to the matter as quickly as possible. To help us get to a solution quicker, please ensure that you have the following information ready when you call:

* Your TransWorldCom Account Number
* A contact telephone number, so we can call you during working hours
* As much detail as you can provide to help us understand more about the issue
* What you feel we can do to fairly resolve the matter

In the majority of cases we have found we can resolve your complaint first time and to your satisfaction.

If you remain unhappy with the resolution being offered by the TWC representative, then you can request that the matter is escalated. A member of the Management Team will review the situation and make contact with you within 24 hours to discuss if anything further can be done to resolve your complaint.

We aim to resolve all complaints received by the Executive Resolutions Team within ten (10) working days. Should we be unable to provide a suitable resolution for you at this stage – or if eight (8) weeks has passed since your initial complaint – then, we will provide you with an Alternative Dispute Resolution (“ADR”) letter or email outlining our final position. Subject to eligibility, your ADR letter will allow you to refer your complaint to Ombudsman Services: Communications.

Ombudsman Services: Communications

Ombudsman Services: Communications provides an independent service to domestic or small business customers – ten (10) employees or less – who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within twelve (12) months of receipt of an ADR letter or email.

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600
Email: osenquiries@os-communications.org 
Website: www.ombudsman-services.org/communications.html

Ofcom

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.