Complaints Code

Code of Practice on Complaint Handling

At Union Street Support we aim to give outstanding service and value for money but we recognise that from time to time problems and issues, some out of our control, can arise that you would like to escalate. At Union Street we are committed to resolving any and all such issues as quickly and efficiently as possible. To help you to do this the following document gives information on how to contact us, and what to do if you have a complaint.

Please note that we are unable to accept complaints regarding Openreach bridge cases with carriers, SQL related information or any carrier related data. Although we can advise on courses of action for these, they are out of our direct control.

Contact Us

If you are unhappy with any of the services we provide, or you feel that you have not received a satisfactory, timely response, or you feel that the response you have received from any of our Customer Support team is not up to the level you would expect, please contact us using one of the following methods:

 

Response

We will acknowledge receipt within eight working hours, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We aim to have closed your complaint within seven working days but, depending on the nature of the complaint, this is not always possible.

Stages

 

Stages

Description

Request for complaint

Please provide incident reference, full contact details, the member of staff you have been dealing with at Union Street and the reason for your complaint.

Receipt of a complaint

A member of Union Street management team will acknowledge receipt.

Case Investigation

We will keep you up to date during the investigation.

Escalation

If you are not satisfied with our response the case will be escalated to Operations Director 

Closure

We aim to close the case within 7 working days. As long as you confirm the complaint is resolved.

 

We are always happy to answer any questions you may have regarding the services you receive from Union Street Technologies Limited. Please note that any discussions with Union Street Technologies Limited are treated in the strictest confidence, so we may need to confirm that we are speaking to the right person.