We make every effort to provide high quality, consistent services to our partners. In line with the following standards and regulations:

• The Consumer Rights Act 2015
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• The Provision of Services Regulations 2009

If a customer feels they have not received the standard of service they are entitled to, we would ask that they let our team know so we can address and resolve any issues.

How to make a complaint

Should you feel it necessary to register a complaint with us, you can do so by email: –

Initial complaint:

Chris Symons, Sales & Operations Manager: chris@pixacomms.co.uk

Escalation:
Shameet Patel, Director: sam@pixacomms.co.uk 

What information to include

Please include the following information in your complaint email: –

• Your organisation name
• Your full name
• Your contact details
• Specify the service that we provide that is in dispute
• Any relevant dates, times or reference numbers
• A brief summary of the issue(s) you have experienced and why you feel our efforts are unsatisfactory

How your complaint will be handled

The team will attempt to acknowledge all complaints within one working day of receipt. Responses will be made during our office hours, which are 9.00 – 17.00 every weekday.

As part of the initial acknowledgement, we will specify whether an investigation will be required as part of the process.

In instances where an investigation is required, we will respond within 15 business days. We may need to contact you directly to obtain further information in relation to our investigation. We would ask that you make yourself available for such enquiries.

Sometimes, the investigation may take longer to reach a satisfactory conclusion. In those cases, the team will contact you to advise and provide a revised timeframe within which you should expect to receive a response. We will provide regular updates (minimum each working week) until the matter is resolved.

If we feel that an investigation is not required before proceeding to resolution, then we will respond to your complaint request within 5 business days.

If you do not hear from us within 8 weeks of your initial request, then you have the right to refer your complaint to the Ombudsman service (details below).

Complaint resolution

Should we feel that the grounds of your complaint should be upheld, then we will acknowledge this in writing by reply, and may offer compensation, which may be comprised of, but not limited to: –

• A credit on your account
• A full or partial refund
• Provision of an alternative, comparable service
• Replacement equipment

If we do not agree with your complaint, we will provide a full explanation as to why this conclusion has been reached in writing (typically by email). If you are unhappy with this response, you may wish to take your claim to our ADR (Alternative Dispute Resolution) service, detailed below.

Alternative Dispute Resolution

Pixacomms Ltd are registered with the Communications Ombudsman (UK). Should you wish to take your complaint to an external, third-party mediator, please navigate to:

Resolve Communications Complaints | Communications Ombudsman

And choose the ‘raise dispute’ option in the top right corner.

Under normal circumstances, Pixacomms Limited will have 8 weeks to attempt to resolve your complaint (from date of receipt). Should you dispute our proposed resolution, you may request a confirmation that we are in ‘deadlock’, which, upon receipt, will allow you engage with the Ombudsman service prior to the 8-week deadline.

Further details concerning the Ombudsman service can be found here – https://www.commsombudsman.org

Our Regulatory Body

Pixacomms Ltd’s services are regulated by Ofcom.

Details, including contact information for OfCOM offices, can be found here: –

https://www.ofcom.org.uk/