Complaints Policy
How to make a complaint
We do everything we can to make sure you get the best products and services possible, but sometimes things go wrong. If you are unhappy with the service or product you have been provided, we would like to hear from you.
Talk to us.
We’d love the chance to speak to you first, so we can learn from any mistakes, adapt, improve, and provide a better service.
You can speak to our Support Team on 0370 067 0670 (Monday-Friday between 9am -5pm) or log a ticket via your portal and we will aim to resolve your issue straight away.
Still want to complain?
If we haven’t been able to resolve your issue, you can make a complaint or send us some feedback using the form below and we will try our best to resolve your problem. See our full complaints procedure below.
If you require the Communications Ombudsman.
If you are a direct customer and we have been unable to resolve your complaint satisfactorily, TelXL has an Alternative Dispute Resolution scheme in place through the Communications Ombudsman. You may refer your case to Communications Ombudsman for adjudication. For further information see the Communications Ombudsman website link below.
TelXL Complaints Procedure
Overview
TelXL is a Contact Centre as a Service (CCaaS) vendor and Tier 1 telephony provider for small to medium contact centres in the UK. Our vision is to make all interactions between businesses and customers feel exceptional.
We appreciate things can sometimes go wrong and we have a complaints procedure in place for when they do, ensuring we handle such situations effectively and in a timely manner.
This procedure sets out how you can make a complaint to us, what to expect from us if you do and how to escalate if your complaint isn’t handled to your satisfaction.
How to make a complaint
Our Support team is there to handle day to day service and product issues and queries. If you have an issue that falls outside of this, or you have been unable to satisfactorily resolve an issue after speaking with the team, you can make a complaint by the following means:
In writing to TelXL offices: See contact details below
By calling our service team on 0121 737 9200 and stating you wish to make a complaint or using your ticket portal.
Filling in the online form.
Please set out clearly the nature of the complaint and any relevant history, including a ticket reference where appropriate.
What to expect from us
We aim to provide an initial response to a complaint within 2 working days of receipt. Thereafter the case manager involved will be in contact on a regular basis as agreed with you.
We aim to resolve complaints to your satisfaction within two weeks.
If you feel your complaint is not being handled to your satisfaction you can escalate to a senior manager. Please follow the methods above for doing this: in writing, by contacting the support team by phone or in a ticket stating you wish the complaint to be escalated to a senior manager.
The Alternative Dispute Resolution Scheme
In some cases an impartial third party may be required to resolve a dispute.
If you are a direct customer and we have been unable to resolve your complaint satisfactorily, TelXL has an Alternative Dispute Resolution scheme in place through the Communications Ombudsman. It is an independent dispute resolution service who can assist in resolving a dispute between ourselves and individual customers and business customers with ten employees or less. They are tasked to consider both sides of the complaint and arrive at a decision.
In order to refer a complaint to the Communications Ombudsman please use the Communications Ombudsman website.
TelXL address details: TelXL Limited, Unit 2 & 3, Centech Park, Fringe Meadow Rd, Moons Moat North Industrial Estate, Redditch B98 9NR.