Connectivity Complaints Procedure

 

Step 1: Contact us via email or telephone 

Send an email to telecomscustomerservice@everflowutilities.com or speak to us on 03330040341*

We always aim to respond to a complaint within 10 business days of submitting your complaint.

*In accordance with the Worker Protection Act, Everflow employees are protected from harassment by colleagues but also from harassment by third parties. Third party harassment occurs when someone not employed by Everflow such as clients, customers, and suppliers, engages in harassing behaviour towards an employee.

If the report of harassment is against a third party, Everflow will appoint an appropriate manager to hold an investigation, which may result in the reporting to law enforcement or regulatory bodies, as an example.


Step 2: Contact our Director of Operational Finance

If you aren't satisfied with our initial response, please write to us within 28 days at the following address:

FAO Director of Operational Finance
Everflow
2 Traynor Way
Peterlee
SR8 2RU

Our Head of Service will review the case and provide you with a resolution within 5 business days.

 

Step 3: Contact our Alternative Dispute Resolution Provider

If you have exhausted the 2 steps above and where you are an applicable Consumer, then in accordance with Ofcom approved complaints code of practice for customer service and complaints handling we inform you that The Communication and Internet Services Adjudication Scheme (CISAS) is our ADR entity. At such time as we have exhausted our internal complaints handling procedure when considering a complaint from a customer and we have been unable to settle that complain CISAS will be competent to deal with that complaint should the customer wish to use alternative dispute resolution and we will be obliged, or prepared to submit to an alternative dispute resolution procedure operated by CISAS

If a complaint is upheld, in addition to a full apology and explanation, you may be entitled to one of the following:

  1. Remedial action to put things right where possible; or
  2. Financial compensation where remedial action is not appropriate or possible