Vonage Business Phone System Customer Complaints Code
This Code applies to our small business customers, namely individual business customers or organisations with ten or fewer employees or volunteers.
We are committed to addressing customer complaints as fairly and as quickly as possible. If you are dissatisfied with any aspect of our service, please contact us and we shall do our best to resolve the problem as quickly as possible. We operate a complaints procedure to help ensure that any complaints are dealt with to your satisfaction. If you are not able to make a complaint yourself, you can ask someone to make the complaint on your behalf.
This Code explains:
- How you can make a complaint.
- How we will handle a complaint.
- How to claim for compensation for a delay in transferring your number.
- What you can do if you are not satisfied with the way your complaint has been handled.
To help any of our customers with special needs this Code and any of our literature is available in large print, Braille or audio format. If you need help with any of your special needs, please contact our customer services by telephone on 020 3021 1800 or email@example.com. You can also write to us at Vonage Limited, 3rd Floor, The Bonhill Building, 15 Bonhill Street, London, EC2A 4DN.
How you can make a complaint
You can contact us by email at firstname.lastname@example.org.
You can also write to us at Vonage Limited, 3rd Floor, The Bonhill Building, 15 Bonhill Street, London, EC2A 4DN.
You can phone us on 020 3021 1800 between 9am and 5:30 pm Monday to Friday. In the unlikely event that you are not fully satisfied with the way your complaint was handled during the call then you should put your complaint in writing to us either by email or post at the email and postal addresses set out above.
How we will handle a complaint
We are committed to handling any complaints as fairly and as quickly as possible. As soon as we become aware of your complaint we give it a complaint reference number. If you are unhappy with the way in which your complaint has been handled you can ask for it to be escalated.
If you make a complaint by phone and your complaint cannot be resolved to your satisfaction immediately you will need to put your complaint in writing and send it to us either by email to email@example.com or by letter to Vonage Limited, 3rd Floor, The Bonhill Building, 15 Bonhill Street, London, EC2A 4DN.
We will respond to an email within 5 working days.
We will respond to a letter within 7 working days.
How to claim for compensation for a delay in transferring your number
The transfer of your number and subsequent activation is subject to necessary activation processes having been completed, the network connection being ready for your use and (where you wish to port your telephone number to Vonage) your donor provider having received a request to activate the transfer of your number and agreeing a transfer date ("the Required Activation Requirements").
The date when your number will be transferred is subject to change up until all the Required Activation Requirements have been completed. Any change to the date when your number will be transferred due to the Required Activation Requirements not being completed will be notified to you and shall not constitute a delay in porting and shall not give rise to a claim for compensation.
Subject always to the Required Activation Requirements having been completed as above, if we delay the transfer of your number for more than one business day from the date we notify you of the date when your number will be transferred you may claim compensation as set out below:
Compensation is calculated by multiplying your monthly subscription payment by 12, dividing by 365 and multiplying by the number of days late.
You can make a claim for compensation by contacting us by email at firstname.lastname@example.org or you can write to us with your claim at Vonage Limited, 3rd Floor, The Bonhill Building, 15 Bonhill Street, London, EC2A 4DN.
What you can do if you are not satisfied with the way your complaint has been handled
If your complaint has not been resolved by us to your satisfaction within a period of eight weeks, or if during the process of investigating your complaint you receive a deadlock letter from us notifying you that we can do nothing further to resolve your complaint, you have the option of referring your complaint to the Ombudsman Service for independent consideration. The Ombudsman Service will make an independent decision based entirely on the merits of your complaint. Contact details for the Ombudsman Service are as follows:
The Ombudsman Service
Ombudsman Services: Communications
PO Box 730
Email/Contact Form: http://www.ombudsman-services.org/contact-us-communications.html
Web site: http://www.ombudsman-services.org/communications
Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
Vonage is a member of the Ombudsman Service which is approved by the communications regulator, Ofcom, for the handling of consumer and small business disputes. The Ombudsman Service is a free independent approved dispute resolution service and is set up to resolve customer and small business disputes.
Last updated: April 29, 2016