Code of Practice

Avanti Code of Practice
Regarding Complaints Handling

Complaints

Avanti is committed to providing the highest standards and quality of service to its customers.  However, we recognise that there may be times when you may need to raise concerns with us regarding your service or wish to make a complaint.  This Code of Practice sets out how to get in touch with us, and our commitment to you when dealing with your complaint.

If you would like a hard copy of this Code of Practice, or require this Code of Practice in large print, please contact our Customer Helpdesk.

Does this Code of Practice apply to me?

This Code of Practice applies to you if you are a direct customer of Avanti and use your broadband service for domestic / home use or as part of a small business.  If you purchase your Avanti broadband service from another provider, please contact them directly.

Contacting Avanti

By Phone 

The quickest way to contact us is to call our dedicated 24/7 Customer Helpdesk on the number below.  If you are calling from a landline, the call should cost no more than the national rate.  However, if you call from your mobile phone, costs may vary depending on your mobile phone provider.  Please note that calls may be recorded for training purposes.

24/7 Customer Helpdesk:     0844 216 9967

Write to Us

Alternatively, you can email or write to us at the following addresses:

Address:                                       Customer Services

Avanti Broadband Limited

Cobham House

20 Black Friars Lane

London EC4V 6EB

Email:                                             broadbandsupport@avantiplc.com

We will let you know that we’ve received your letter within 48 hours of receipt, and will provide you with a unique customer reference number.  Please remember to quote this reference number when communicating with us regarding your complaint.

Once we have received your complaint, it will be logged on our customer care system and investigated by a dedicated team.  We may need to contact you further as we look into the issue, so please ensure we have your correct contact details.

Once we have reviewed your complaint, we will let you know the outcome.  If you have contacted us by phone, we may be able to resolve the issue on the same day.  If, we have been unable to resolve the complaint by the end of 5 working days, the matter will be escalated within Avanti and we will keep you informed of our progress.

In the event that you remain unsatisfied with how we have handled the matter or if we have been unable to resolve your complaint within 8 weeks, you may refer the matter to independent adjudication by following the Alternative Dispute Resolution Procedure described below.

Compensation or Refunds

Avanti always endeavours to ensure you receive a fair deal.  Refunds are considered on an individual basis taking account of the nature of your complaint; whether you have been disadvantaged by Avanti’s actions; or where the service you received has fallen seriously short of what is normally acceptable.

Avanti does ask that customers use their service in accordance with Terms and Conditions that are published on the Avanti website (http://www.avantiplc.com/terms-and-conditions), and the Acceptable Use Policy (http://www.avantiplc.com/acceptable-use-policy).

We would encourage you to also follow the fault reporting routine set out in your welcome pack.

Alternative Dispute Resolution Procedure

If your complaint has not been resolved within 8 weeks of receipt, you may refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications.  Provided that the complaint is within their remit, they will investigate it free of charge.

Ombudsman Services Communications can be contacted as follows:

Ombudsman Services Communications

PO Box 730

Warrington

WA4 6WU

Phone:                       0330 440 1614

Fax:                             0330 440 1615

Textphone:              0330 440 1600

If you wish to refer your complaint to Ombudsman Services Communications earlier than end of 8 weeks, please contact our Customer Helpdesk and ask for a deadlock letter to be issued.

Further details are available on the Ombudsman Services Communications website: http://www.ombudsman-services.org/contact-us-communications.html.