Complaints Procedure

Here at True Network Solutions, we pride ourselves not only on the service we provide to our customers, but the relationships we build, this is why regardless of who your provider may be, we will take full ownership of any issue or problem you may encounter. 

Our dedicated account managers are on hand to support you throughout the entirety of your agreement; this includes on hand support and quick resolutions to any problems you may encounter. 

(If the issues are with a third party entity, we will liaise on your behalf – however you may need to follow relevant internal complaints process of third party) 

If you would like to know more about this, please email Info@truenetworksolutions.co.uk

Resolution Journey:

1st Stage – Contact Your Account Manager

If you have any questions or are concerned about our service, or service you have received from a third party, please contact your dedicated account manager first, via what communication channel you wish, phone, email, WhatsApp. 

Alternatively, please email Customer Services at: info@truenetworksolutions.co.uk 

2nd Stage – Escalate Your Complaint

If after talking to your account manager/customer services, you feel that you have not had the required support and or resolution you desire, you can request your complaint to be escalated to senior management in customer services to further investigate the complaint.

You can do this by reaching out to our Head of Customer Services at: rosie.healey-gibb@truenetworksolutions.co.uk 

3rd Stage – Director Review 

If the two previous stages have not sufficed and a resolution to your dispute has not been met, your complaint will be escalated to a Company Director who will review the previous stages and all correspondence. 

You will receive a formal outcome within 28 days, you will be kept informed throughout this time frame and all methods of communication still open and available to you. 

External Dispute Resolution

If internal processes have not been able to resolve the matter, you are able to seek advice externally from multiple different bodies, these are detailed below. 

True Network Solutions would appreciate the opportunity to try resolve any concerns before external escalations. 

Ofcom

Phone: 0300 123 3333 (Monday–Friday, 9:00am–5:00pm)
Alternative Phone: 020 7981 3040
Post: Ofcom, PO Box 1285, Warrington, WA1 9GL
Website: www.ofcom.org.uk

Communications Ombudsman

Phone: 0330 440 1614 (Monday to Friday, 8:00am–6:00pm) 

Email: enquiry@commsombudsman.org 

Post: Communications Ombudsman, PO Box 730, Warrington, WA4 6WU 

Website: www.commsombudsman.org