UKWM Complaints Code of Practice

How can I raise a complaint?

If you would like to raise a complaint about us or the service we have provided, you can contact us on the below:

By Phone 

Call 020 4525 0220
Monday - Friday - 10am - 6pm

By Post

Broadband Finder
The Cartwagon Lodge
Friday Street Farm
Friday Street
East Sutton
Maidstone
Kent
ME17 3DD
 

What can I expect when raising a complaint?

UK Web Media Limited is committed to providing a good quality service to its customers and considers all complaints and grievances as an opportunity to improve.

If you raise a complaint via writing, we will fully investigate your complaint, taking into consideration the information we have on file as well as all points raised within your communication. 

If you raise a complaint via phone, the advisor will ask the necessary questions in order to establish the nature of your complaint. If your complaint requires specialist knowledge, your call may be passed to a senior member of the team. Where possible, we will take into consideration the information we have on file as well as all points that you raise on the call. We will always try to resolve all verbal complaints during your initial complaint call. If we are unable to resolve your complaint on first contact, we will inform you of the necessary process, timelines and agree a method of contact to keep you informed.

We aim to respond to all complaints within 3 working days from when the complaint was acknowledged by us. Some complaints, nature-dependent, could exceed the 3-working day resolution timeline, for instance when the complaint contains some technical complexity. When the timelines are exceeded, we will keep you informed via the same medium in which you contacted us (unless you have stated otherwise).

Complaints will be investigated by our internal Complaints Team who act as a neutral party throughout the investigation.

What if I’m unhappy?

We will always try our best to resolve any raised complaints efficiently and to your satisfaction. If for any reason you are not satisfied with the outcome, please let us know and inform us where you think further consideration is required. We will then escalate this within the company where the complaint and response given will both be reviewed.

What if UK Web Media have reasonable grounds to believe the provider is solely responsible for the complaint?

In the scenario that UK Web Media Limited is not at fault for the complaint (where we have reasonable grounds to be satisfied that the fault lies with the provider, we shall provide you the necessary contact details to raise this with them directly.

As we are not responsible for Providers complaint handling processes nor are we responsible for the delivery of the product/service, we are unable to raise/investigate this ourselves.

Complaints relating to your SKY Mobile Credit Agreement

If your complaint relates to a SKY Mobile Credit Agreement that you agreed to when using our service, you can contact our friendly support team and request to speak to a member of our Mobile Management Team:

By Phone

0333 188 9315 [Select option 3, then option 1]
Monday - Friday - 10am - 8pm

By Email

complaints@ukwebmedia.com

By Post

Mobile Management Team
The Cartwagon Lodge
Friday Street Farm
Friday Street
East Sutton
Maidstone
Kent
ME17 3DD

Sky Glass Credit Agreement Complaints

If your complaint relates to a Sky Glass Credit Agreement that you agreed to when using our service, you can contact our friendly support team and request to speak to a member of our Sky Glass Management Team:

By Phone:

0333 188 9315 [Select Option 1, then Option 1, and then Option 1 a third time].

Monday - Friday - 9am - 8pm

By Email:

complaints@ukwebmedia.com

By Post:

Sky Glass Management Team
The Cartwagon Lodge
Friday Street Farm
Friday Street
East Sutton
Maidstone
Kent
ME17 3DD

What should I expect when raising a Complaint about my Credit Agreement?

When contacting us, we will fully investigate your complaint, taking into consideration the information we have on file as well as all points raised within your communication. We will try our best to provide you with a resolution that meets your satisfaction. When responding, we will do so via the same medium in which you contacted us (unless you have stated otherwise) and we will aim to provide you with a resolution within 3 working days.

If we are unable to provide you a resolution within the timelines stated, we will send you written acknowledgement stating that we have received your complaint and that the investigation has begun. During the investigation, we will keep you informed of the progress in a way that suits you.

Once we have investigated, and we consider the complaint to be resolved, we will send you written correspondence outlining the results of the investigation. If you are not satisfied with the outcome, the correspondence will include details of your right to go to the Financial Ombudsman Services.

You will be issued a final response that contains the details of the investigation outcome, this will be issued within eight weeks from when the complaint was acknowledged. If we are unable to adhere to the eight-week timeframes for concluding the investigation, we will send you correspondence covering why we were unable to adhere to this and when we expect to conclude the investigation.

What options do I have should I be dissatisfied with your final response?

If you are not satisfied at any point with the response(s) given, you may wish to contact the Financial Ombudsman Services, details are provided below:

•    Telephone: 0300 123 9123
•    Email: complaint.info@financial-ombudsman.org.uk 
•    Post: Exchange Tower, Harbour Exchange Square, London, E14 9SR
•    Complain Online: https://www.financial-ombudsman.org.uk/contact-us/complain-online

It is to be noted that complaints must be referred to the FOS within six months of receiving a final response or a summary resolution communication. 
You can find out more about the FOS by visiting https://www.financial-ombudsman.org.uk/