Complaints Code of Practice

  1. Overview
  2. How to make a complaint
  3. What to expect
  4. How to escalate a complaint
  5. Alternative Dispute Resolution Scheme
  6. Contact Details

Overview

ContactNow™ is a product of DXI Ltd, trading as 8×8 UK. We provide secure and reliable cloud-based unified communications and virtual contact centre solutions to more than 40,000 small, midsize and distributed enterprise organisations operating in over 40 countries across six continents. Our aim is to provide best in class contact centre services to all our customers at all times.

We recognise that things can go wrong and we have a complaints process in place to ensure we handle such situations appropriately and in a timely manner.

This code sets out how you can make a complaint to us, what to expect from us if you do and what you can do if the complaint is not handled to your satisfaction. Please contact us if you require this information to be sent to you in large format or Braille.

How to make a complaint

Our Customer Services Department is there to handle all day-to-day service changes, fault repairs and billing queries. If you have an issue that fall outside of this, or if you have already contacted them and you do not feel you have received an appropriate level of support, you may make a complaint by any of the following means:

  • In writing to our head office (see contact details below)
  • By calling our main support number 0345 286 4697 and stating that you wish to make a complaint.
  • By emailing to [email protected] and stating clearly that you wish to make a complaint.
  • It will help us to investigate your complaint if you set out clearly the nature of the complaint and any relevant history, including ticket references where appropriate.

What to expect

Our policy is to provide an initial response to complaints from the appropriate manager within one working day of receipt. Thereafter the manager involved will be in contact on a regular basis as agreed with you. We aim to resolve all complaints to the satisfaction of our customers within two weeks.

How to escalate a complaint

If you feel your complaint is not being handled to your satisfaction you can escalate the complaint to a senior manager. The methods for doing this are as for the initial complaint: in writing, by phone or by email stating that you wish your complaint to be escalated to senior management level. 

Alternative Dispute Resolution Scheme

In some cases an impartial third party may be required to resolve a dispute. DXI is a member of the Ombudsman Services (OS). OS is an independent dispute resolution service who can assist in resolving a dispute between a member company and individual customers and business customers with ten employees or less. They will consider both sides of the complaint and arrive at a decision. As an OS member we are bound by that decision, however you are always entitled to reject it and pursue other avenues.

In order to refer a complaint to OS, please use the Ombudsman Services Website.

Contact Details

Our head office

3rd Floor,
The Relay Building,
1 Commercial Street
London
E1 7PT
0203 476 0000

Our support team

[email protected]

Our Alternative Dispute Resolution Scheme

The Ombudsman Service Ltd
The Brew House
Wilderspool Park
Greenall’s Avenue
Warrington
WA4 6HL
www.ombudsman-services.org

UK Telecoms Regulator

Office Of Communications (Ofcom)
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
0300 123 3333
www.ofcom.org.uk

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