TESCO Phone Shop
Code of practice
Complaints handling
Tesco home phone consumer code of practice for complaints handling
Introduction
Also see:
Tesco Stores Ltd delivers telephony services to customers within the UK. We are committed to providing you with the best possible telephony service. However despite our best efforts things can go wrong and when they do we want to know so that we can put them right as soon as possible. This code of practice gives information on how to contact Tesco Stores Ltd and the procedures we follow to resolve complaints about sales, billing or general service. This complaints handling code of practice forms part of our communications consumer code of practice, available from our website at www.tescohomephone.com, and from Customer Services on 0845 300 70 80.
If you have a complaint
Please telephone our Customer Service Helpdesk on 0845 300 70 80 (8am - 8pm Monday to Saturday, 10am - 4pm Sunday and Bank Holidays. Calls may be recorded.).
Our Customer Service Adviser will ask you about the nature of your complaint and seek to resolve the problem while you are on the line. If this is not possible we will agree a course of action with you.
You may also submit your complaint in writing to: Tesco home phone, PO Box 5879, Forres IV36 2YF.
Or via an e-mail enquiry to support@tescohomephone.com
During any discussions we will protect the privacy of the information that we hold on you. We may have to ask you questions to confirm that we are speaking to the right person.
Escalation procedure
Should your complaint not be resolved to your satisfaction following this procedure, the complaint may be escalated within the company. If we are unable to resolve your complaint satisfactorily, we will issue a "deadlock" letter so that you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We can provide you with details of this service. With the effect from 1st September 2009 a consumer will have the right to go to ADR:
a) Eight weeks after a complaint is first received by a CP or
b) Earlier if a deadlock letter has been issued.
Useful addresses
Contact details:
Otelo
PO Box 730
Warrington
WA4 6WU
Telephone 0845 050 1614 or 0330 440 1614
E-mail enquiries@otelo.org.uk
Web site: http:// www.otelo.org.uk