Code of Practice
Cedar Telecom Ltd is an independent company that delivers Telecom and Data services to business customers across the UK. We take responsibility for the services delivered to you by us, even though we may not provide all the individual parts of your services ourselves.
Despite our best efforts things can occasionally go wrong. We do our utmost to resolve issues as quickly as possible and we take customer complaints very seriously. If you have a complaint about any part of our service, please contact our Customer Service Team:
Post: Cedar Telecom Ltd, 109 Oxford Road, Oxford, Oxfordshire, OX4 2ER
Phone: 01865 595333 Email: customerservices@cedar-telecom.co.uk
If you telephone we will ask you about your complaint and seek to resolve the issue while you are on the line.
If you make your complaint by email or in writing, we will acknowledge receipt of the complaint and advise how and when we will next respond.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this may not be possible. If you are not happy with the progress in resolving your complaint you can ask to escalate the matter further. If we cannot resolve the problem, we will write to say so.
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to the Ombudsman Service (i.e. that we issue a deadlock letter). However, we may decline to do so if we believe we will shortly resolve your complaint and are taking active steps to do so.
If we cannot resolve your complaint, you can take the issue to the Ombudsman Service –
Post: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614 Fax: 0330 4401615 Email: enquiries@os-communications.org
