Customer Complaint Process

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. When they do, we want to know so that we can put them right as soon as possible.

This process explains how to contact us and our procedures for resolving complaints about sales, billing, fault repair or services. The process forms part of our Customer Complaint Policy.

If you have a Complaint

In the first instance, please contact your Account Manager on 01623 687750 or email them directly or alternatively send an email to customercare@ntvd.co.uk. We will ask you about your complaint and seek to resolve the problem as soon as possible. If this is impossible, we will agree a course of action with you.

You may also send your complaint in writing to us at: NT Voice & Data Solutions Ltd, Unit 12 H20 Business Park, Lakeview Drive, Nottingham, NG15 0HT.

During any discussions we will protect the privacy of the information that we hold on you. We may have to ask questions to confirm that we are speaking to the right person.

Taking your Complaint further

If your complaint is not resolved to your satisfaction after this procedure, you can escalate the complaint to our Operations Director, Ross Woodward who can be emailed at rosswoodward@ntvd.co.uk. You can also send your escalated complaint in writing to Ross at: NT Voice & Data Solutions Ltd, Unit 12 H20 Business Park, Lakeview Drive, Nottingham, NG15 0HT.

If we cannot resolve the problem, then we will write to you to say so. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Ombudsman Services Alternative Dispute Resolution Scheme.