Complaints Code of Practice

Turtle Technology Limited is a company that delivers communications services to business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

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. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact our Customer Services Team using one of the following:
Phone: 023 8202 5555 (Opening hours are 9.00am to 5.30pm Monday to Friday)
Email: customer.services@weareturtle.com
Letter: Turtle Technology Limited, 4 Royal London Park, Flanders Road, Hedge End, Southampton, Hampshire, SO30 2LG

Resolving your complaint

If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint. All complaints should be addressed to the Customer Service Manager.

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 is not always possible. If you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their line manager.

Deadlock complaints

If the complaint has been open with Turtle Technology for 8 weeks or more without resolution it is deemed to have entered a deadlock status. At the point of deadlock you are able to escalate your complaint to CISAS (Communications and Internet Services Adjudication Scheme). CISAS will not review any complaint less than 8 weeks old.

CISAS provide a free, independent service for customers of Turtle Technology Limited who are not satisfied with the outcome of their complaint. CISAS cannot advise on any commercial matters such as pricing or availability of your preferred services and nor is it able to deal with business users who have 10 or more employees.

You can contact CISAS using the information below;

CICAS

24 Angel Gate, City Road, London EC1V 2PT

Phone: 0845 1308 170 or 0207 520 3827
E-mail: info@cisas.org.uk
Website: www.cisas.org.uk

Working with Turtle Technology

Turtle Technology Limited will always attempt to resolve your complaints as quickly and efficiently as possible within the limitations imposed by our terms and conditions, the availability of services and external factors that may be outside of our control. Your happiness with our service is important to us so please don’t hesitate to get in contact with us if you are unhappy with an aspect of your experience or the service you are receiving.