How does it work?
We’re dedicated to treating all of our customers fairly and we do this by listening to your feedback. We’re not perfect and we realise that sometimes we make mistakes, but we always aim to reach a swift and satisfactory resolution. Your feedback is important to us because it gives us the opportunity to improve our service and make things right if you’re unhappy.
1. First time resolution
If you’re dissatisfied with the service you’ve received from Aerial Direct, please let our Customer Service team know and they will do their best to resolve any queries and issues you raise.
2. Submit your complaint
If you’re unhappy with the resolution our Customer Service team offered you, please complete our Customer Complaints form and return it to us via the details below:
Email to: email@example.com
Post to: Customer Services, 1 Barnes Wallis Road, Fareham, Hampshire, PO15 5UA.
3. We’ll investigate and respond
Once we’ve received your complaint, it will be logged, assigned to a dedicated case officer and you’ll receive an acknowledgement receipt within 3 working days. While we work to reach a resolution for you, we may need to speak to the account holder to document the course of events that led to your complaint. We may also request documentary evidence from yourself and any relevant third parties.
We’ll always provide you with a final written response within 8 weeks of receiving your complaint.
Our dedicated team will always aim to reach a resolution that you’re happy with, however, if you’re still not satisfied with the outcome of our investigation, you can raise your complaint through an alternate dispute resolution scheme, like the Ombudsman services, of which Aerial Direct is a member.
Treating our customers fairly
We’re required, by Ofcom and the Financial Conduct Authority, to treat all of our customers fairly. Our ambition is to exceed these standards by going the extra mile for our customers.
Get in touch
Aerial Direct is an independent telecommunications provider and are therefore bound to work within the regulations as applied by Ofcom. It is our practice to try and go above beyond these legal requirements as we aim to only operate under the best practices and highest level of customer communications. Ofcom’s General Conditions of Entitlement apply to anyone providing an electronic communication service or an electronic communications network.
General Condition C7 is a document which regulates how regulated communications providers are able to market and sell fixed-line telephony services to customers. You can find full details of General Condition C7 here.
General Condition C8 is a document which regulates how communications providers are able to market and sell mobile telephony services to customers. The Full details of General Condition C8 are here.
We have produced a summary of Ofcom’s General Condition C8 in an easily readable format below:
A paper copy of these General Conditions is available free of charge on request.
Should you have any questions relating to the above, please contact us at firstname.lastname@example.org or call us on 02392 60 30 55.