John Lewis Broadband Complaints Code of Practice - February 2016
1. How you can complain
We aim to be number one for customer service. However, sometimes things can go wrong and, when they do, we want to put them right for you as quickly as we can.
If your landline or broadband service has been delivered late, or you've had a total loss of service that has taken more than two working days to fix, or our engineer has missed an appointment we made with you, your account will be credited automatically in accordance with our Automatic Compensation scheme. You can see the details at https://www.johnlewisbroadband.com/autocomp/
Here are the ways you can contact us to raise your complaint:
The fastest way to let us know if you're not happy with your service is by contacting us by telephone (0800 022 3300, 24 hours a day, 7 days a week) where you can speak to a member of our customer service team.
Online 'Contact Us'
If you prefer to contact us in writing, go to http://www.johnlewisbroadband.com/contact-us/contact-member.html (you'll need your account username and password) and select 'Raising a Complaint' under the 'Customer Service and Billing' heading. A member of our team will investigate and respond to your complaint within 5 working days.
It takes longer to reply by letter, but if you prefer to write, please send your letter to the address below. Make sure you include the account username, postcode and telephone number of the service you're complaining about.
Once we receive your letter we will respond within 10 working days. If you need a quicker response, please use one of the other methods mentioned above.
John Lewis Broadband
2 Pinfold Street
2. What we'll do and when
Our aim is to resolve any problem as quickly as possible, preferably during a phone call with you. However, if we are unable to resolve your complaint there and then, we will investigate further and contact you with an update as soon as we can.
If you prefer to contact us in writing, we will respond within 5 working days to any complaint raised online, or within 10 working days to a letter of complaint. We will always try to resolve your complaint immediately, but whatever happens, we'll keep you regularly updated.
3. What to do if you're still not happy
If you're still not happy with our final position on your complaint, you can take the matter to Alternative Dispute Resolution (ADR) by contacting the Ombudsman Services.
Ombudsman Services provides a free, independent service for John Lewis Broadband customers who are not satisfied with the final outcome of their complaint.
Ombudsman Services cannot deal with complaints about commercial policy (e.g. our prices or broadband availability), nor can it deal with complaints from business users with more than 10 employees.
You can refer your complaint to Ombudsman Services for resolution by contacting them via their contact details below.
Ombudsman Services' contact details are:
Ombudsman Services: Communications
PO Box 730
Please note that before contacting Ombudsman Services all complaints need to be submitted to us by one of the methods outlined above to give us the opportunity to resolve it. Ombudsman Services will not review any complaint which is less than 8 weeks old unless we agree we cannot do anything further and have provided you with a deadlock code.
Nothing within this Complaints Code of Practice forms or is intended to form any contract between you and John Lewis Broadband. The products and services described within this document may not always be available, and may change from time to time. Our standard terms and conditions apply to the product or services available. Nothing in this Complaints Code of Practice affects your statutory or common law rights.
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For full details of our current issues or any maintenance work that could be affecting your service please visit our Service Status site.