UKWM Complaints Code of Practice
How can I raise a complaint?
If you would like to raise a complaint about us or the service we have provided, you can contact us on the below:
By Phone:
Call 0330 054 4836
Monday – Sunday - 9am - 10pm
By Email:
By Post:
Mobile Phones
The Cartwagon Lodge
Friday Street Farm
Friday Street
East Sutton
Maidstone
Kent
ME17 3DD
What can I expect when raising a complaint?
UK Web Media Limited is committed to providing a good quality service to its customers and considers all complaints and grievances as an opportunity to improve.
If you raise a complaint via writing, we will fully investigate your complaint, taking into consideration the information we have on file as well as all points raised within your communication.
If you raise a complaint via phone, the call centre will email your details to our Compliance Team. A member of the Compliance team will aim to call you within one working day, to establish the nature of your complaint, before sending an investigation request to our independent Call Quality Team.
We aim to conclude our investigation within 3-5 working days from when the complaint was acknowledged by us. Some complaints, nature-dependent, could exceed this resolution timeline, for instance when the complaint contains some technical complexity. When the timelines are exceeded, we will keep you informed via email (unless you have requested otherwise.)
What if I’m unhappy?
We will always try our best to resolve any raised complaints efficiently and to your satisfaction. If for any reason you are not satisfied with the outcome, please let us know and inform us where you think further consideration is required. We will then escalate this within the company where the complaint and response given will both be reviewed.
What if UK Web Media have reasonable grounds to believe the provider is solely responsible for the complaint?
In the scenario that UK Web Media Limited is not at fault for the complaint (where we have reasonable grounds to be satisfied that the fault lies with the provider,) we shall provide you the necessary contact details to raise this with them directly.
As we are not responsible for Providers complaint handling processes nor are we responsible for the delivery of the product/service, we are unable to raise/investigate this ourselves.
Complaints relating to your SKY Mobile Credit Agreement
If your complaint relates to a SKY Mobile Credit Agreement that you agreed to when using our service, you can contact our friendly support team and request to speak to a member of our Mobile Management Team:
By Phone:
0330 054 4836 [Select option 3 then option 1]
Monday - Sunday - 9am - 10pm
By Email:
By Post:
Mobile Management Team
The Cartwagon Lodge
Friday Street Farm
Friday Street
East Sutton
Maidstone
Kent
ME17 3DD
When contacting us, we will fully investigate your complaint, taking into consideration the information we have on file as well as all points raised within your communication. We will try our best to provide you with a resolution that meets your satisfaction. When responding, we will do so via email (unless you have requested otherwise) and we will aim to provide you with a resolution within 3 working days.
If we are unable to provide you a resolution within the timelines stated, we will send you written acknowledgement stating that we have received your complaint and that the investigation has begun. During the investigation, we will keep you informed of the progress in a way that suits you.
Once we have investigated, and we consider the complaint to be resolved, we will send you written correspondence outlining the results of the investigation. If you are not satisfied with the outcome, the correspondence will include details of your right to go to the Financial Ombudsman Services.
You will be issued a final response that contains the details of the investigation outcome, this will be issued within eight weeks from when the complaint was acknowledged. If we are unable to adhere to the eight-week timeframes for concluding the investigation, we will send you correspondence covering why we were unable to adhere to this and when we expect to conclude the investigation.
What options do I have should I be dissatisfied with your final response?
If you are not satisfied at any point with the response(s) given, you may wish to contact the Financial Ombudsman Services, details are provided below:
• Telephone: 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Post: Exchange Tower, Harbour Exchange Square, London, E14 9SR
• Complain Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online
It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication.
You can find out more about the FOS by visiting https://www.financial-ombudsman.org.uk
