Customer Complaints Policy

1. Purpose

Premier Talk is committed to delivering excellent service. However, we recognise that sometimes things go wrong. This policy explains how you can raise a complaint, how we will handle it, and what to do if you remain dissatisfied.

2. Scope

This policy applies to all customers receiving Premier Talk services, including residential and business broadband, voice and mobile products.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction about a product, service, communication or our customer service that you want us to address.

4. How to Complain

You can submit your complaint in the following ways:

• Phone: 0330 043 1726 (our Customer Support Team)

• Email: support@premier-talk.com

• Post:
  Premier Talk
  First Floor, Rostrum House
  London Road
  Maidstone, Kent
  ME16 8PY
  
  

Please provide your account number, contact details and as much detail as possible about the issue.

5. Acknowledgement

We will acknowledge receipt of your complaint within 2 working days of receiving it, whether by phone, email or post.

6. Investigation and Resolution

We aim to resolve all complaints quickly and fairly:

• We will investigate your complaint, including reviewing any evidence you have provided.

• We will respond with a resolution or proposed solution within 30 working days of acknowledging your complaint, however this will likely be much less.
  
  

If the investigation will take longer, we will contact you with a reason for the delay and an updated timeline.

7. Escalation Within Premier Talk

If you are unhappy with the response or outcome, you can escalate your complaint to a more senior team:

• Step 1: Ask for escalation to a Team Leader or Manager

• Step 2: If still unresolved, escalate to our Head of Customer Experience
  
  

Each escalation will be acknowledged within 2 working days and investigated promptly.

8. Deadlock and External Escalation

If we cannot reach a resolution that you are satisfied with, or if 8 weeks have passed since you first raised your complaint without a final resolution, you have the right to take your complaint to an independent dispute resolution body.

We are a member of an Ofcom-approved Alternative Dispute Resolution (ADR) scheme. This provides an independent review of unresolved complaints between customers and communication providers.
Under UK telecoms rules, providers must allow customers to escalate unresolved complaints to an ADR service after 8 weeks or on receipt of a deadlock letter. www.ofcom.org.uk

We will issue a Deadlock Letter on request or when appropriate, giving you the right to refer your case to the ADR scheme.

9. Communication Standards

We will:

• Communicate with you clearly and politely

• Provide regular updates (as agreed with you)

• Treat all complaints fairly and consistently

• Respect confidentiality
  
  

10. Vulnerable Customers

We recognise that some customers may be vulnerable due to circumstances or disability. We will make reasonable adjustments to support these customers fairly and appropriately. Our approach is set out in our Vulnerability and Disabled Customer Policy. https://www.premier-talk.com/disabled-vulnerability-policy

11. Records and Monitoring

We will keep a record of all complaints, including their outcome, and will use this information to improve our services and customer experience.

Definitions & Legal References (for internal use)

• Deadlock Letter: A written statement that no further progress can be made. Required before ADR referral.

• ADR (Alternative Dispute Resolution): An independent service to handle unresolved complaints. Telecoms ADR is approved by Ofcom