how to go about Making a Complaint

At Cole Robert & Co. Ltd. we pride ourselves on the quality of service we offer our customers however, despite our best endeavours, we occasionally get things wrong.

When this happens we want to put matters right as quickly as possible and have a comprehensive complaint handling procedure so that you can be confident that your query will be handled swiftly and efficiently.

How do I contact you to make a complaint?

If you do have a complaint please contact us and we will try to resolve your problem as quickly as possible.

Contacting us by telephone between 08.45 and 17.30 will allow us to respond more quickly to your concerns, however you can also contact us by fax, email or letter.

Telephone: 0844 412 0820 (Support Team) or 0844 412 0830 (Accounts Team)
Fax: 0844 412 0821
Email: support@broadbandfirst.co.uk or accounts@broadbandfirst.co.uk

Cole Robert & Co. Ltd.
Audley House
Marsh Parade
Newcastle
ST5 1BT

Our Commitments to you

We will respond swiftly to any enquiry received and aim to respond to any written correspondence, with the exception of letter, within a 4-hour timescale.

All calls are answered by one of the trained members of the relevant team who will try to resolve the problem during the call Ð however, if this is not possible because of the nature of your enquiry, we aim to respond to you within 4 hours.

Occasionally we will need to fully investigate your complaint and may then take a little longer time to resolve your query. If this is the case we will keep you fully informed of the progress, setting realistic expectations for you but maintaining contact on a daily basis.

If you are not satisfied with our response

If you feel that any of our Support/Accounts Team have not adequately dealt with your enquiry, then please ask to speak to/address your correspondence to a Supervisor/Manager who will be happy to take this escalation.

In the case of any written correspondence they will aim to respond to you within 2 hours and will keep you informed of the progress of any ongoing complaint.

And if you remain unhappy

You can ask to have your case reviewed by Tracy Flather, our Customer Services Manager who will ask you to detail the nature of your complaint and your unhappiness with our resolutions so far. This will then be investigated in full and remain her responsibility until a suitable resolution is offered.