Complaints Procedure

True Network Solutions Limited – 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 If we do encounter any issues, we will be on hand to support.

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 your complaint is not directly/solely with True Network Solutions but is in relation to the actions of one of our partners or third party suppliers, we will raise it to the relevant company and request a full internal investigation into the matter and we will request a detail of their findings. 

Upon receiving the investigation findings, if we find that the partner or third party supplier is solely responsible for the complaint, True Network Solutions will inform you by writing that we have referred it to the relevant company and they will be in contact with you directly.

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