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.
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:
- Email – email@example.com
- Telephone – +44 (0)208 614 9090
- Letter – The Courtyard, 37 Sheen Road, Richmond upon Thames, Surrey, TW9 1AJ
- Facebook – https://www.facebook.com/Union-Street-Technologies-1647715398840117/
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.
For any financial complaints governed by the FCA, we will ordinarily provide a response within 10 working days of receiving the complaint.
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.
We will keep you up to date during the investigation.
If you are not satisfied with our response the case will be escalated to Operations Director
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.