When things go wrong, we are still here to help!
Tetrabyte pride ourselves on customer service beyond all else, we recognise that sometimes things go wrong, how a company deals with such issues is what defines the good from the great!
It’s a core ethos of our business to always keep our customers happy, This means we would always prefer to resolve your issues as soon as possible and make you a happy customer once again.
How to proceed
Step 1 – Talk to your Engineer
When you raised your original issue, you should have been assigned a ticket, you’ll get an email with the ticket number and information about the ticket. Each ticket is assigned to a specific engineer, so the first step if your not happy with our service is to raise this to your engineer working on the ticket. Let them know you’re not happy and what you would like as a resolution.
Step 2 – Escalate the Ticket to a Senior Engineer
While we are a small team we have a set of Senior Engineers capable of reviewing tickets and assisting when things are not going right. If you are dissatisfied over the handling of a ticket, please forward the ticket email with your comments to [email protected] . This goes direct to our senior team and will be managed discretely as needed.
We will investigate the issue within 2 working days and respond as needed.
Step 3 – The Director
When all else fails, our Director would love to hear from you. As a small business our director is very hands on in managing issues. If the Senior team haven’t been able to resolve your issue our Director would love to have a chance to discuss this. You can contact him by emailing [email protected] . Issues raised to the Director will be responded to within 10 working days, this may request further information or provide a decision on the matter, once a decision is made you will have the right to appeal, please ensure you respond in writing with your reasons to which you will receive a final decision with 5 more working days, if applicable, the final decision will include details on your option to access Step 4 below.
Step 4 – External Dispute Resolution (Telephone and Internet Related Issues ONLY)
We hope it never gets this far but below, we have the final option for Telephone and Internet Related issues in the Small Business and Residential user markets.
Conditions of Using External Dispute Resolution:
- The issue must be with the provision of Telephone and Internet Services ONLY. Complaints about IT Support and other services will be immediately rejected.
- You must be an individual or small business with under 10 employee’s
- You must have informed us in writing you would like your issue dealt with as a complaint. Please specifically use the word ‘Complaint’ in order to avoid misunderstandings.
- You must allow either 8 weeks from informing us that you would like your issue dealt with as a complaint or Tetrabyte must of provided a ‘Deadlock’ stating we cannot help you any further.
Once ALL of the above conditions have been met, you will have the option to seek alternative dispute resolution via CISAS, the Communications & Internet Services Adjudication Scheme, within 12 months from the original complaint date.
CISAS is a service operated by the Centre for Effective Dispute Resolution that is approved by Ofcom to provide free and independent adjudication for consumers who have unresolved complaints against communications providers.
If your complaint meets the CISAS eligibility criteria they will conduct an adjudication which results in a final written decision. Possible outcomes can include:
- an explanation of what went wrong;
- an apology;
- an instruction for the company to take some action to resolve the dispute; or
- CISAS may decide that no further action is necessary.
If you accept the findings of the CISAS adjudicator, the outcome will be binding on us and we will be required to carry out the adjudicator’s directions.
Here are the details of how to contact CISAS:
Email: [email protected]
Phone: +44 (0)20 7520 3814
Post: CISAS, Centre for Effective Dispute Resolution, 100 St. Paul’s Churchyard, London, EC4M 8BU
Website: https://www.cedr.com/consumer/cisas
If you need any more information about our complaints procedure, our team would love to discuss this with you, feel free to call us on 0330 900 1066 option 1.
