Complaints Code of Practice.

At Olilo UK & Ireland Ltd. ("Olilo", "we", "us", "our"), we are committed to providing excellent customer service. However, we understand that sometimes things may not go as expected. This Complaints Code of Practice explains how we handle complaints and your rights as a customer.

This code complies with Ofcom's requirements for telecommunications service providers and follows the General Conditions of Entitlement.

1. What is a Complaint?

A complaint is an expression of dissatisfaction about our service, charges, or the way we have handled your account that requires a response from us. This includes:

• Service quality issues (slow speeds, connection problems, outages)
• Billing disputes or unexpected charges
• Installation or repair delays
• Customer service experiences
• Contract or terms disputes
• Data protection or privacy concerns
• Accessibility issues

Note: General enquiries, service requests, or requests for information are not complaints and will be handled through our normal customer service channels.

2. How to Make a Complaint

You can make a complaint to us through any of the following channels:

2.1 Online Support (Recommended)

2.2 Email

2.3 Community Platforms

2.4 Post

Important: We do not currently offer telephone support for complaints. Please use one of the above methods to ensure your complaint is properly recorded and tracked.

3. Information to Include in Your Complaint

To help us resolve your complaint quickly and effectively, please provide:

• Your full name and account details (account number, service address)
• Contact information (email address, phone number)
• Clear description of the problem or issue
• When the problem started or occurred
• What you have already done to try to resolve it
• What outcome you are looking for
• Any relevant documentation (bills, emails, screenshots)

Accessibility: If you need assistance making a complaint due to a disability or language barrier, please let us know and we will make reasonable adjustments to help you.

4. How We Handle Your Complaint

4.1 Acknowledgment

We will acknowledge your complaint within 2 working days of receiving it. Our acknowledgment will include:

• A unique complaint reference number
• Confirmation of how we received your complaint
• Summary of your complaint
• Expected timeframe for resolution
• Contact details for follow-up

4.2 Investigation

We will investigate your complaint thoroughly and fairly. This may involve:

• Reviewing your account and service history
• Checking technical systems and network performance
• Speaking with relevant team members
• Requesting additional information from you if needed
• Liaising with third-party suppliers (network operators, engineers)

4.3 Resolution Timeframes

4.4 Communication

We will keep you informed throughout the process:

• Regular updates on investigation progress
• Notification if we need more time to resolve your complaint
• Clear explanation of our findings and proposed resolution
• Information about your rights if you remain dissatisfied

5. Complaint Resolution

When we resolve your complaint, we will provide:

• A clear explanation of our findings
• Details of any action we will take
• Compensation or redress where appropriate
• Steps to prevent similar issues in the future
• Information about alternative dispute resolution if you remain dissatisfied

5.1 Types of Resolution

Depending on your complaint, resolution may include:

• Service Credits: Account credits for service disruptions
• Bill Adjustments: Corrections to billing errors
• Service Improvements: Technical fixes or upgrades
• Process Changes: Improvements to prevent recurrence
• Apology: Formal acknowledgment where we have fallen short

6. If You're Not Satisfied with Our Response

6.1 Internal Escalation

If you're not satisfied with our initial response, you can:

• Ask for your complaint to be escalated to a senior manager
• Request a review of our decision
• Provide additional information or evidence

6.2 Alternative Dispute Resolution (ADR)

If we cannot resolve your complaint to your satisfaction within 8 weeks, or if we issue a "deadlock" letter, you can refer your complaint to our approved ADR scheme:

CISAS is free to use and provides independent dispute resolution. Their decision is binding on us but not on you.

6.3 Ofcom

You can also contact Ofcom, the communications regulator:

7. Learning from Complaints

We take all complaints seriously and use them to improve our services:

• Regular analysis of complaint trends and root causes
• Staff training based on complaint feedback
• Process improvements to prevent recurring issues
• Service enhancements based on customer feedback
• Quarterly reporting to senior management

8. Complaint Records and Data Protection

We maintain records of all complaints in accordance with:

• Ofcom's record-keeping requirements
• UK GDPR and Data Protection Act 2018
• Our Privacy Policy (available at privacy)

Complaint records are kept for 18 months and used only for complaint resolution, service improvement, and regulatory compliance.

9. Vulnerable Customers

We recognise that some customers may need additional support when making complaints. We provide:

• Priority handling for vulnerable customers
• Reasonable adjustments for accessibility needs
• Additional communication options where needed
• Extended timeframes if required
• Support from specialist trained staff

If you need additional support, please let us know when making your complaint.

10. Contact Information

11. Review and Updates

This Complaints Code of Practice is reviewed annually and updated as needed to reflect:

• Changes in Ofcom requirements
• Improvements to our complaint handling processes
• Customer feedback and suggestions
• Best practice developments

The current version is always available on our website. We will notify customers of significant changes through our usual communication channels.