You can call one of our UK based contact centres on 0844 556 3550.
We do not charge for calls to this number if you use your Tesco Broadband with Calls telephone number, but we do charge if you have Tesco Home Phone. Calls to this number from a Tesco Home Phone cost 5p a minute plus a connection fee.
You may also submit your complaint in writing to:
Tesco Broadband
PO Box 1142
Warrington
WA55 1EU
Or via e-mail to support@tescobroadband.com
Our dedicated team within the UK handles all customer complaints.
Please ensure your complaint includes your:
• Full name
• Postcode
• Date of birth
• Telephone number / Account Number
This will ensure we can locate your account if you are an existing customer.
During any discussions we will protect the privacy of the information that we hold on you. We may have to ask you some security questions to confirm that we are speaking to the right person.
If you call our Customer Care Advisors they will ask you about the nature of your complaint and seek to resolve the problem straight away whilst you are on the phone. In the event we are unable to resolve your complaint first time we will open a further investigation with our team.
If we do not resolve your complaint the first time you call, your complaint will be passed to our complaints team. The team will acknowledge we have received your complaint and reviewed the initial issues identified. You will receive this acknowledgement by email or by post.
Our complaints team aim to review the content of your complaint, commence an investigation into the causes and work towards resolving your issue within 5 working days.
During this time we may seek further information from you to fully understand how the complaint has occurred. We will contact you directly to ask for this information either by phone, email or by post. The further information we request may include further details on calls you have had with our customer care advisors or engineers acting on our behalf, documentation received from Tesco Broadband or our agents or any other supporting information that we think is relevant.
If we identify that the investigation will take longer than 5 working days then we will be touch so you are fully aware. If this happens we will provide you with a timeframe for the resolution of your complaint.
Once we have completed our investigation and identified a resolution we will communicate this to you by phone, email or post (as agreed with you). You will have an opportunity to respond to our investigation.
Should you accept our proposed resolution our team will close down your complaint record. We will maintain all written correspondence and notes regarding your complaint for a minimum of six months.
We record all complaints whether your complaint is resolved the first time you call or after an investigation so that we can monitor our performance and improve the service we offer you.
If we are unable to resolve your complaint satisfactorily, we will issue you with a ”deadlock” letter so that you may make a complaint through Ombudsman Services, an independent Alternative Dispute Resolution scheme [ADR].
Alternatively if more than 8 weeks has passed since you first made your complaint and you are not satisfied that your complaint has been resolved you may take your complaint to Ombudsman Services. You may use this scheme at no cost to you.
If you complain to Ombudsman Services we will share all the information that we hold on your complaint with them.
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
URL: http://www.ombudsman-services.org/communications.html
Tel: 0330 440 1614
Email: enquiries@os-communications.org