Customer Complaints Code
At Daisy we are committed to providing outstanding customer service and we want to ensure that we continuously listen to our customers to understand their concerns and respond appropriately.
We accept that things can go wrong on occasion, but we see these instances as an opportunity for us to demonstrate our culture of putting the customer at the heart of what we do.
A copy of this complaints code can be provided in hardcopy or emailed upon request.
How to raise a complaint
In the first instance, please contact your dedicated Customer Service team using the contact details at the top of your monthly invoice, or on our self-service MyAccount portal.
Alternatively, you can raise a complaint by LiveChat on our website, or by post at the following address:
Complaints Team
Daisy Communications
Lindred House, 20 Lindred Road
Brierfield, Nelson
Lancashire
BB9 5SR
We aim to resolve all customer complaints within 28 calendar days.
To help us reach a resolution as quickly as possible, please have the following information to hand when you contact us::
- Your Daisy Account Number
- A contact telephone number and or email address
- As much detail as you can provide about the issue
- What you feel we can do to fairly resolve the matter
Our Customer Service Team will investigate the details of your complaint and aim to provide an update within 5 working days, keeping you regularly updated thereafter.
In the majority of cases, we have found we are able to quickly resolve any dissatisfaction, however if you remain unhappy with the resolution offered by our Customer Services Team, your complaint will be escalated to our Resolutions Team who will review your complaint and aim to provide an update within a further 5 working days.
If you still remain dissatisfied after the Resolutions Team has reviewed your complaint – or if eight weeks have passed since your initial complaint – then, we will provide you with an Alternative Dispute Resolution (“ADR”) letter outlining our final position. Subject to eligibility, your ADR letter/email will allow you to refer your complaint to Ombudsman Services.
Ombudsman Services
Ombudsman Services provide an independent service to domestic or small business customers (with 10 employees or less) who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within 12 months of receipt of an ADR letter.
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
Email: enquiry@ombudsman-services.org
Website: www.ombudsman-services.org
Ofcom
Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.