Television - Service expectations not met

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Based on resolver’s experience to date, being unable to contact the customer services call centre can be frustrating. If the sheer volume of calls is stopping you from getting through to a representative you could try emailing their customer services department instead. Details of how to do this could be on your TV account bill. If you are not happy with the service you have received you should escalate to a higher point of authority and ask a supervisor or manager to either call or email you back. This gives a more senior member of staff the opportunity to look into your complaint. You should be reassured that your custom with your provider is valued and that your complaint will be responded to within a give timeframe. They might be able to provide you with a direct line number for the department you are trying to deal with, if you will have to be in contact in the future. It can be frustrating when you cannot contact the call centre. resolver can help you resolve this issue for free, quickly and without the hassle. As a first step we can help you write your complaint, click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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