Introduction
We are Inspire Telecom Limited, a company with registration Number 11841822, with its
registered office and principal place of business at Alpha House, Laser Quay, Rochester, Kent,
England, ME2 4HU (“Inspire Telecom” “us” or “we”).
We aim to provide you with the highest quality of service and take complaints extremely
seriously. If you believe we have not met this standard, please inform us.
This Complaints Code outlines our policy and procedures for handling complaints, ensuring
they are addressed efficiently, effectively, and fairly.
The purpose of this Complaints Policy is to guide you on how to make a complaint and the
steps to take if necessary.
How to Make a Complaint
If you have a complaint about our service, please contact our Customer Services team using
one of the following methods:
By Phone:
This is the quickest way to register a complaint, and we often resolve issues on the first call. To
complain about our services, dial 0330 122 9488. Our phone lines are open from 9 am to 5 pm
Monday to Friday and 9 am to 2 pm on Saturday and Bank Holidays (Closed Christmas Day &
New Years Day). If you prefer a call-back, mention it during your initial call, and we will arrange
it.
PLEASE NOTE: Calls to 0330 numbers are charged at standard geographic call rates and are
often included in your price plan at no extra charge. Check with your provider for rates.
If you contact us by phone, we will gather information about your complaint while reviewing
details about you and the provided service. We will attempt to resolve the complaint during the
call. Depending on the circumstances, we may transfer you to another department or manager.
If we cannot resolve the complaint during the call, we will explain the reasons, provide an
estimated resolution time, and explain how we’ll keep you updated.
By E-mail:
Customers can email complaints to support@inspiretelecom.co.uk
Please include the following information in your email:
- Your Inspire Telecom account number.
- Your full name.
- The date the issues started.
- Names of any Inspire Telecom service advisors or managers you previously dealt with.
- A description of your complaint.
If you contact us by email, we will review your complaint while examining details about you
and the provided service. We will ensure your email reaches the appropriate department for
investigation. While we normally respond by phone, in some cases, or if we can’t reach you by
phone, we’ll reply to your email.
We prioritise email complaints and strive to resolve them within 10 working days. We will keep
you informed if more time is required.
Customers should receive an automatic acknowledgement of their email. If not, please call us
on 0330 122 9488 or post your complaint to the address below.
By Post:
Customers may send complaints by post. We recommend using recorded or tracked postage
for proof of delivery.
Ensure any posted complaint includes the information described in the email section above
titled: “Please include the following information in your email”.
Additional Assistance
If preferred, you can appoint an authorised representative or advocate to engage with us on
your behalf. Notify us in writing if you wish to do so.
How we will investigate your complaint
We aim to resolve most complaints during your initial contact, doing our best for a quick
resolution.
Upon receiving a complaint, we will acknowledge it within 2 working days via your preferred
method — phone or email.
If you haven’t received human acknowledgement within 2 working days, call our main number to
confirm receipt.
We will provide a unique reference number for follow-up assistance.
We will update you on the complaint’s progress, proposed actions, and the expected resolution
timeframe.
If more information is needed, we will request it from you promptly.
Please supply any requested information as soon as possible.
If we don’t hear back within a reasonable time, we’ll provide results based on the available
information.
Some complaints may take longer than 10 days to resolve. In such cases, we will offer
regular updates on progress and likely resolution timeframe.
We will notify you of the complaint’s outcome in writing once a resolution is agreed.
Unresolved Disputes
If unsatisfied after our initial response, you can request escalation to a manager.
A Manager will respond within 5 working days, provided you followed the steps described
above.
If manager escalation doesn’t yield a satisfactory outcome, you can write to the
Operations Director.
Ensure you’ve lodged the complaint with our customer service
advisors or managers before contacting the Operations Director.
If still unsatisfied or if we haven’t resolved your complaint within 8 weeks of your first
complaint, we will issue an “ADR/Deadlock letter.” This allows you to take your complaint
to our independent Alternative Dispute Resolution (ADR) provider, Communications and
Internet Services Adjudication Scheme (CISAS).
Make sure you’ve lodged a complaint directly with us before approaching CISAS Service.
You can only lodge a complaint with them if you haven’t received a satisfactory resolution
within 8 weeks of lodging your complaint with us.
Complaint Records
We will retain electronic and paper records of complaints for at least 6 months from the
complaint date. Your personal data will be processed in accordance with our Privacy
Policy.
Further Steps
If your issue isn’t resolved to your satisfaction after the initial contact, you’re encouraged
to escalate the matter to a manager. Should the problem still remain unresolved after
following these steps, you may qualify for independent adjudication.
Independent Adjudication
For unresolved disputes, the Communications and Internet Services Adjudication Scheme
(CISAS) provides independent adjudication. This service is available to customers with no
more than 10 employees. Larger businesses are advised to seek independent advice. You
can approach CISAS if we haven’t reached a settlement within eight weeks of receiving
your complaint or if both parties agree that the dispute cannot be resolved internally.
CISAS offers a free service for eligible customers, ensuring a fair and impartial resolution
based purely on the merits of the case. This service pertains to telecom services, including
telephone, mobile, and internet access.
Contact CISAS at:
CISAS
70 Fleet Street
London EC4Y 1EU
Tel:
0207 520 3814
Email:
cisas@cedr.com
Website:
click here or
here
Conclusion
Thank you for choosing Inspire Telecom Limited. We value your business and are committed
to ensuring your satisfaction with our services.
Registered Office:
Inspire Telecom Limited, Alpha House, Laser Quay, Rochester, Kent, ME2 4HU
Email:
support@inspiretelecom.co.uk
Telephone:
0330 122 9488