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Customer Complaints Code
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 0800 008 6000 or http://www.vonage.co.uk. You can also write to us at Vonage Limited, 2nd Floor, Brook House, 229-243 Shepherds Bush Road, London, W6 7AN.
How you can make a complaint:
You can contact us by email at email@example.com
You can also write to us at Vonage Limited, 2nd Floor, Brook House, 229 - 243 Shepherds Bush Road, London, W6 7AN.
You can phone us on 0800 008 6000 between 8am and midnight 7 days a week. 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 firstname.lastname@example.org or by letter to Vonage Limited, 2nd Floor, Brook House, 229 - 243 Shepherds Bush Road, London, W6 7AN.
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
We take all reasonable steps to ensure the transfer of your number and subsequent activation is completed within one business day provided all necessary activation processes have been completed, the network connection is ready for your use and (where you wish to port your telephone number to Vonage) your donor provider has received a request to activate the transfer of your number from us and agreed a transfer date ("the Required Activation Requirements").
The one business day time period starts from the agreed date of port and once an agreement to port has been concluded between us and (where you wish to port your telephone number to Vonage) your donor provider (i.e., following completion of all the Required Activation Requirements).
Following completion of all the above Required Activation Requirements we shall send a notification to your email address registered on your Vonage account informing you of the date when your number will be transferred. If having notified you of the date when your number will be transferred there is a subsequent delay in the Required Activation Requirements, we shall inform you (by written notification to your email address registered on your Vonage account) of the new date when your number will be transferred. Any change to the date when your number will be transferred due to the Required Activation Requirements not being completed shall not constitute a delay or abuse in porting and shall not give rise to a claim for compensation.
Subject to the Required Activation Requirements having been completed, if we delay the transfer of your number for more than one business day or where there is an abuse of porting by us you may claim compensation as set out in our Number Porting Compensation Scheme.
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 email@example.com or you can write to us with your claim at Vonage Limited, 2nd Floor, Brook House, 229 - 243 Shepherds Bush Road, London, W6 7AN.
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 CISAS for independent consideration. CISAS will make an independent decision based entirely on the merits of your complaint. Contact details for CISAS are as follows:
- 24 Angel Gate
- EC1V 2PT
- Website: www.cisas.org.uk
- Email: firstname.lastname@example.org
- Telephone: 020 7520 3827
- Fax: 020 7520 3829
Vonage is a member of CISAS which is approved by the communications regulator, Ofcom, for the handling of consumer disputes. CISAS is a free independent approved dispute resolution service and is set up to resolve customer disputes.