Glemnet Complaints Code

Code of Practice on Complaint Handling and Dispute Resolution
GLEMNET LTD is an independent company that delivers communications services to business customers.
While we may not provide all the component parts of our services ourselves, we do take responsibility for
the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their
services are resolved promptly.

We make every effort to ensure that our customers are happy with the level of service, and the products
and service they receive from us. However, despite our best efforts, things can go wrong. We take
customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact our Customer Support Team using one
of the following options:
By phone: 0208 639 0230
By email:
By letter: Matthew Armstrong, Customer Support Team, Glemnet Ltd, Unit 1, 2 Thayers Farm Road,
Beckenham, Kent. BR3 4LZ

If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you
are on the line. During any discussions we will protect the privacy of the information that we hold on you.

To do this we may have to ask you questions to confirm that we are speaking to the right person.

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we
will next respond and provide you with a contact point for checking progress on the resolution of your

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We
normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint,
this is not always possible. However, if you are not happy with the progress in resolving your complaint you
can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to
the Managing Director. If we cannot resolve the problem, we will write to you to say so.

If it has been more than 8 weeks from the date you first contacted us to complain or you have received a
letter from us saying that your complaint has reached “deadlock”, then you may ask for help from

Ombudsman Services – Communications 3300 Daresbury Park, Halton, Cheshire, WA4 4HS T: 0330 440 1614 E: W:

Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative
dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between
communications providers and their consumer and small business customers. Their job is to investigate
complaints fairly by listening to both sides of the story. They look at the facts given to them before
recommending any action that may be needed to put things right.

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to
agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we
do believe we will shortly resolve your complaint and are taking active steps to do so.

Useful addresses

The Ombudsman Services 3300 Daresbury Park, Halton, Cheshire, WA4 4HS T: 0330 440 1614 E: W:

Ofcom – Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123
3333 email: Website:
Phone-paid Services Authority (PSA)– 40 Bank Street, London E14 5NR. Tel: 0800 500 212 or 020 7940 7474 Website: email
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707
Federation of Communication Services (FCS) -, Provident House, Burrell Row, Beckenham, Kent BR3 1AT.
Tel: 020 7186 5432 email: Website:

This code has been licensed by The Federation of Communication Services Limited 2016
Licence number C-001409

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