1. How you can complain
We aim to be number one for customer service. However, sometimes things can go wrong and when they do, we want to put them right for you as quickly as we can. If you are a Boxx customer then here are the ways you can contact us to raise your complaint:
It takes longer to reply by letter, but if you prefer to write, please send your letter to the address below. Make sure you include the account username, postcode and telephone number of the service you're complaining about. Write to:
Customer Relations Manager
Norfolk House East
499 Silbury Blvdv Central Milton Keynes
2. What we'll do and when
Our aim is to resolve any problem as quickly as possible, preferably during a phone call or email exchange with you. We'll respond within 10 working days of receiving your complaint.
We'll try to sort out your complaint on the spot, but whatever happens, we'll keep you regularly updated.
If our team are unable to resolve your complaint, we'll escalate this to a Manager.
3. What to do if you're still not happy
If you're still not happy with the final response to your complaint you can ask Ombudsman Services: Communications to review your complaint independently.
Please note CISAS will not review any complaint which is less than 8 weeks old unless we have given you a letter stating we cannot do anything further (a 'deadlock letter').
4. Ombudsman Services
Ombudsman Services provide a free, independent service for Boxx customers who are not satisfied with the final outcome of their complaint.
Please note; Ombudsman Services will not review complaints which are:
- Less than 8 weeks old unless we have given you a letter stating we cannot do anything further (a 'deadlock letter')
- About commercial policy (e.g. our prices or broadband availability)
- From business users with more than 10 employees
3300 Daresbury Park
We try to focus on ensuring all complaints are resolved as soon as possible. For further information about our services, please visit our services section. Our standard terms and conditions apply to the products or services available.
Nothing within this Complaints Procedure is intended to form any contract between you and Boxx. The products and services described within this document may not always be available, and may change from time to time.
Nothing in this Complaints Procedure affects your statutory or common law rights.
Last updated: 16.05.17