If you (the Complainant) feel we, Accelerator (the Communications Provider), are not delivering the level of service you expect, are not adhering to our Service Level Agreement or have acted against our policies, this page should provide sufficient information of the process and routes you can take to file a complaint.
Examples of a complaint may be that we have:
- done something wrong;
- done something that should not have been done;
- failed to do something that should have been done; or
- treated you unfairly or rudely.
Accelerator’s complaints process:
Acknowledgement
Once your complaint has been acknowledged, we will notify you that we have received your complaint and that an internal investigation will be started within twenty-four (24) hours.
Investigation
Once your complaint has been reviewed, an investigation into all of the associated and material details surrounding your case will be initiated. We may contact you during this period to gather as much information as possible and to clarify certain points of your complaint. The report will detail your complaint(s), our response and proposed actions. A report of your complaint will be produced and made available to you within twenty (20) days.
Review
Once the report has been provided to you and you have had a chance to review it, we will schedule a suitable time to go through it with you. We can also arrange a face-to-face meeting to make sure you are happy with our response and proposed actions.
Escalation
If you are not satisfied with the outcome of the report, or if you feel your complaint was not handled properly, you can escalate the complaint up through management.
Complaints can be logged by:
Phone
+44 (0) 207 993 3100
Post
Suite A First Floor
Solent Centre,
3700 Parkway Whiteley
PO15 7AW
To ensure we conduct a thorough investigation, we ask that when making the complaint you provide the following information:
- your name and job title;
- your company name and place of work;
- details of the complaint (i.e. the service or Accelerator employee your complaint is referencing); and
- related support cases names / ticket numbers.
All complaints will be handled in a professional manner and the report will be conducted by someone who is not directly involved with the subject matter of your complaint. Additionally, all complaints will be dealt with in strict confidence.
PECS Customers
For our domestic or small business customers (<10 employees) to whom we provide fixed line, broadband and mobile services, also known as PECS (Public Electronic Communications Services), the complaints procedure is governed by Ofcom’s General Conditions of Entitlement (Unofficial Consolidated Version – can be found at: https://www.ofcom.org.uk/__data/assets/pdf_file/0021/112692/Consolidated-General-Conditions.pdf), notably C4.2 (Approved Complaints Code) and C4.3 (Dispute Resolution).
Among other obligations, our complaints procedure ensures:
- each complaint is resolved to the Complainant’s satisfaction;
- complaints are resolved in a timely manner and the Complainant is informed of these time-frames; and
- where a complaint cannot be resolved, the Complainant is informed of their right to use the ADR scheme as soon as it’s appropriate.
Accelerator are a part of the Ofcom approved ADR scheme with the Communications and Internet Services Adjudication Scheme (CISAS) that is operated by the Centre for Effective Dispute Resolution (CEDR). CISAS is a not-for-profit organisation that specialises in preventing, managing and resolving B2C and B2B conflicts through ADR techniques such as adjudication, arbitration and mediation. For more information please call +44 (0) 20 7520 3814 or visit https://www.cedr.com/consumer/cisas/.
To submit a claim please visit:
