1. Our Commitment to You
At Envera Technologies (360) Ltd, we are committed to providing high standards of service and customer care. We recognise that, from time to time, things may not go as expected. When this happens, we welcome the opportunity to put matters right, learn from your feedback and improve our services.
This Complaints Handling Policy explains how you can raise a complaint, how we will investigate it and the options available if we are unable to reach a satisfactory resolution.
There is no charge for making a complaint under this procedure, other than any standard telephone call or postage charges that may apply.
2. Our Principles
We are committed to handling every complaint:
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Fairly and impartially.
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Promptly and professionally.
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Courteously and respectfully.
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In accordance with Ofcom's General Conditions of Entitlement.
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In accordance with the requirements of the Communications Ombudsman Scheme.
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Without unnecessary delay.
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With the aim of achieving a fair and reasonable resolution.
3. How to Make a Complaint
If you are dissatisfied with any aspect of our products, services or customer service, you can contact us using any of the methods below.
Telephone
0330 088 6670
Monday to Friday
9:00am – 5:00pm
Post
Envera Technologies (360) Ltd
167-169 Great Portland Street
5th Floor
London
W1W 5PF
For the quickest response, we recommend contacting us by telephone or email. Complaints submitted by post will be handled in the same manner once received.
4. Acknowledgement
We aim to acknowledge all complaints within two working days of receipt.
Each complaint will be assigned a unique reference number to assist with tracking and future correspondence.
5. Investigation
Your complaint will be referred to an appropriate member of our senior team, who will investigate the matter thoroughly and impartially.
As part of our investigation we may:
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Review account records and correspondence.
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Examine technical or billing information.
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Obtain information from our suppliers or network partners where necessary.
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Contact you if further information or clarification is required.
We will carefully consider all relevant information before reaching a decision.
6. Keeping You Updated
We aim to resolve complaints as quickly as reasonably possible.
If we are unable to provide a final response promptly, we will keep you informed of our progress and explain the reasons for any delay.
Where further information is required from third parties, such as network operators or suppliers, resolution may take longer. We will continue to keep you updated until our investigation is complete.
7. Final Response
Once our investigation has concluded, we will provide you with our final written response.
Our response will explain:
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The outcome of our investigation.
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The reasons for our decision.
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Any actions we propose to take to resolve the complaint, where appropriate.
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Your rights to refer the complaint to Alternative Dispute Resolution (ADR), where applicable.
8. Deadlock and Alternative Dispute Resolution
We always aim to resolve complaints directly with our customers wherever possible.
However, if we believe we are unable to reach agreement, we may issue a Deadlock Letter confirming that our internal complaints procedure has been exhausted.
If we have not resolved your complaint within six weeks of receiving it, or if you receive a Deadlock Letter from us before then, you have the right to refer your complaint to the Communications Ombudsman for independent review.
9. Communications Ombudsman
The Communications Ombudsman provides an independent Alternative Dispute Resolution (ADR) service approved by Ofcom.
If your complaint is eligible for referral, you may contact them using the details below:
Communications Ombudsman
PO Box 730
Warrington
WA4 6WU
Telephone: 0330 440 1614
Website: www.commsombudsman.org
The Communications Ombudsman's decision is binding on Envera Technologies (360) Ltd if you choose to accept it.
10. Accessibility and Additional Support
We are committed to ensuring our complaints process is accessible to all customers.
If you require this policy or our correspondence in an alternative format, or if you require additional assistance because of a disability or personal circumstances, please let us know and we will make reasonable adjustments wherever possible.
11. Complaint Records
We maintain records of all complaints received to:
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Assist with investigating and resolving individual complaints.
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Identify recurring issues.
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Improve the quality of our services.
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Meet our regulatory obligations.
Complaint information is handled in accordance with applicable data protection legislation and our Privacy Policy.
12. Contact Details
Envera Technologies (360) Ltd
Telephone
0330 088 6670
Email
complaints@enveragroup.co.uk
Post
Envera Technologies (360) Ltd
167-169 Great Portland Street
5th Floor
London
W1W 5PF
Website
www.enveragroup.co.uk