Customer Complaints

What to do if you have a complaint

At Jibba Jabba we are committed to providing you with exceptional customer service. We accept, at times, things may not be to the expectations of our customers.

When this is the case we do want to know so we can correct any issues as quickly as we can and put preventative measures in place.

About This Code

This Code of Practice has been written in response to the General Condition of Entitlement (GC) 14.2 and GC 14.4 (Codes of Practice and Dispute Resolution) as set out in sections 52 to 55 of the Communications Act 2003. The processes described in this document are in constant review to ensure best practice for Jibba Jabba's developing customer base.

Pricing

Our equipment pricing is dependent on a variety of factors including:

• Number of extensions
• Period of lease
• Quantity and nature of additional equipment
• Whether installation, maintenance, line rental or call routing etc is included

Cancellation of Services

Customers are entitled to cancel services in writing at any time. Where the customer is still in contract, early termination charges will apply, calculated in accordance with the terms set out in individual contracts. Cessation/Termination charges may also apply.

Equipment Warranty

All telephone equipment is supplied with a manufacturer 12 month warranty. If this equipment is faulty, it will be replaced free of charge within the first twelve months following installation.

Maintenance and Repairs

Technical enquiries are logged upon receipt of a telephone enquiry and are dealt with in order of priority. The level of service offered and response times are constantly monitored to ensure that customers receive a prompt efficient and professional response to all enquiries.

Compensations or Refunds

Where it is apparent that we have overcharged a customer in error we will issue an immediate refund upon customer request. In the event of a billing error, we will immediately investigate upon notification and if appropriate, will rectify the error on the next invoice.

Customer Rights

We aim to ensure that the terms and conditions under which we trade are clearly communicated to our customers at point of sale. We always provide customers with a copy of all contractual documentation. We comply with all aspects of the Data Protection Act.

How to Register a Complaint

You can contact us by using the following methods:

The Next Steps

Our aim is to resolve any problem you may have to your satisfaction.

1. If our Customer Service Agent is unable to resolve on the initial call, we will agree a plan of action with you.
2. If you are unhappy with the resolution, your complaint will be reviewed by the Team Leader.
3. If the Team Leader is unable to provide a satisfactory resolution, they will discuss your complaint with a Customer Operations Manager.
4. If the Customer Operations Manager is unable to resolve the complaint, it will be reviewed by our dedicated Resolution Management Team.

We aim to resolve your complaint within 14 working days of receipt.

If the Resolution Management Team is unable to resolve the complaint to your satisfaction, we will issue a 'Deadlock' letter. At this point, or if eight weeks have passed since initially making your complaint, you may make a complaint to the Communications Ombudsman.