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| Toucan Customer Complaints Code of Practice |
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At Toucan we pride ourselves on our standard of service, however despite our best endeavours we may occasionally get it wrong. If you're unhappy with the service you've received, please tell us and we will do all we can to resolve the matter quickly and satisfactorily.
If you are unhappy with the service provided please take the following steps;
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Contact our Toucan Customer Services in any of the following
ways:
- on the call number 0871 221 2210; or,
- by emailing us at help@toucan.com; or
- by mailing your complaint to the following address:
TOUCAN RESIDENTIAL
PO Box 62609
London EC1P 1HR
Our Customer Service Advisor will do his/her best to fully resolve your complaint. |
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If you are not satisfied with the way in which the Customer Service Advisor proposes to deal with the issue, you should ask to speak to a Course Assistant or Customer Service Team Leader. If that person is not immediately available, they will contact you to review your complaint within 2 working days and endeavour to resolve it quickly. For Mobile issues a response will be provided within 3 working days. |
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If you are not happy with the proposed solution offered by our Course Assistant or Customer Service Team Leader, you should ask that your complaint be escalated to a Team Manager, who will then respond within 2 working days. |
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If you still not satisfied and the issue remains unresolved after dealing with a Team Manager, you should ask for the issue to be escalated to the Compliance department, who will respond within 2 working days. |
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We hope it won't come to this but If, after speaking to the Customer Relations Department, you are still unsatisfied with our response and we have written to you with our final position (known as 'deadlock') or we have not resolved your concerns within 12 weeks, you will be able to contact an independent arbitrator
Toucan are members of Otelo, the Telecommunications Ombudsman scheme recognised by Ofcom. Otelo can review your complaint independently and their final decision will always be honoured by Toucan.
The service provided by Otelo is free and is a straightforward and fast alternative to legal action. The Ombudsman will encourage you to use our complaints resolution process and may refer you back to Toucan if they feel that all avenues have not been explored.
In the event of us writing to you with a 'deadlock', you must decide within 6 months if you wish to refer the issue to Otelo.
Otelo will investigate complaints that we cannot resolve to your satisfaction - they will listen to both sides of the story and to the facts. They can be contacted at -
Otelo
Wilderspool Park
Greenall's Avenue
Warrington
WA4 6HL
Tel: 0845 050 1614 Fax: 01925 430059
E-mail: enquiries@otelo.org.uk
Website: www.otelo.org.uk
If you would like further information on the role of the Ombudsman, please contact us directly or you can request a detailed leaflet from Otelo by contacting 01925 430877.
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