Customer Dispute Resolution
The WowTel Code of Practice
Customer Complaints and Dispute Resolution
If you have reason to complain about any of our services please be assured we will resolve the issue rapidly and to your complete satisfaction. It is our policy to resolve all complaints within a maximum of ten working days if at all possible. If a complaint will need more time than this to sort out, we will advise you accordingly.
Please contact our customer service team immediately any issue arises with which you’re unhappy. You can contact them by email, phone or letter.
If you are dissatisfied with the way your complaint is being dealt with by a member of our customer service team, please ask for your complaint to be escalated to their department head. If you still fail to get a satisfactory solution, please ask for the complaint to be taken to our Managing Director, Robin James.
In the highly unlikely scenario that your complaint remains unresolved after 40 working days, or we have informed you that despite our best efforts the complaint has, in our opinion, ended in deadlock, you can contact independent bodies such as the Ombudsman Services.
How to contact WowTel Support:
By phone: 0345 066 6888
If you phone with your complaint, we will try and solve the problem there and then. Please be aware that we may ask you security questions to comply with data protection rules. If the complaint can’t be resolved at the time, we will advise you of its progress by phone, email or in writing.
By email
Complaints received via email will be acknowledged by email within one working day. We will then advise you how we plan to proceed with the resolution of your issue and the anticipated time schedule.
By letter:
WowTel, Bourne Gardens, Exeter Park Road, Bournemouth, BH2 5BD.
Complaints received via mail will be acknowledged by post within one working day. We will then advise you how we plan to proceed with the resolution of your issue and the anticipated time schedule.
Helpful bodies
Ofcom
Riverside House,
2a Southwark Bridge Road,
London, SE1 9HA
Tel: 020 7981 3040
Website: www.ofcom.org.uk
Email: contact@ofcom.org.uk
Ombudsmen Services (Otelo)
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Tel: 0330 440 1614
Website: https://www.ombudsman-services.org/sectors/communications
Phone-paid Services Authority
40 Bank Street
London
E14 5AB
Tel: 0300 303 0020
Website: http://psauthority.org.uk
Telephone Preference Service (TPS)
DMA House
70 Margaret Street
London
W1W 8SS
Tel: 0207 291 3320
Website: www.tpsonline.org.uk
Email: ps@dma.org.uk