Meraki Communications Ltd

Code of Practice on Complaint Handling and Dispute Resolution

Meraki Communications Ltd is an independent company that delivers communications services to
domestic and business customers across UK. While we may not provide all the component parts of
our services ourselves, we do take responsibility for the services delivered to you. So we will liaise
with our suppliers to ensure that any problems with their services are resolved promptly.

We make every effort to ensure that our customers are happy with the level of service, and the
products and service they receive from us. However, despite our best efforts, things can go wrong.
We take customer complaints very seriously and aim to resolve them quickly and efficiently

If you have a complaint about any part of our service, please contact our Customer Service using one
of the following:
By Phone: 0333 320 8621
By Email:
By Letter: The Belfry, 4400 Parkway, Whiteley, Fareham PO15 7FJ

If you telephone, our advisors will ask you about your complaint and seek to resolve the problem
while you are on the line. During any discussions we will protect the privacy of the information that
we hold on you. To do this we may have to ask questions to confirm that we are speaking to the
right person.

If you make your complaint by email or in writing, we will acknowledge receipt, 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 will try to resolve your complaint quickly and efficiently, and to keep you informed at all times.
We normally aim to resolve complaints within 10 working days but, depending on the nature of the
complaint, this is not always possible. However, if you are not happy with progress in resolving your
complaint you can ask the person to whom you are speaking to escalate the matter to their
manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write
to you to say so.

If it has been more than 8 weeks from the date you first contacted us to complain or you have
received a letter from us saying that your complaint has reached “deadlock”, then you may ask for
help from:

Communications Ombudsman
P.O. Box 730
Warrington WA4 6WU
0330 440 1614

CISAS is an independent organisation which is approved by Ofcom to provide an alternative dispute
resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications
providers and their consumer and small business customers. Their job is to investigate complaints
fairly by listening to both sides of the story. They look at the facts given to them before
recommending any action that may be needed to put things right.

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us
to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to
do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.

Useful Addresses
Communications Ombudsman
P.O. Box 730
Warrington WA4 6WU
0330 440 1614

Ofcom Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
T: 020 7981 3040 or 0300 123 3333

Phone-paid Services Authority 40 Bank Street London, E14 5NR
T: 0800 500 212 or 020 7940 7474

Telephone Preference Service DMA House, 70 Margaret Street, London W1W 8SS
T: 0345 070 0707

Federation of Communication Services (FCS)
The Grainger Suite, Dobson House, Regent Centre, Newcastle upon Tyne, NE3 3PF
T: 020 7186 5432