Complaints Code of Practice

We want you to be happy with Virtual Voice. If something has gone wrong, we want to know so we can put it right. This code explains how to complain, how we will handle it, and what to do if you are still not satisfied. It applies to Virtual Voice and Virtual Voice Office, both trading names of Cyber Fits Solutions Limited. A copy is available free of charge on request, and in alternative formats (such as large print) if you need one.

1. How to make a complaint

You can contact us in whichever way suits you best:

• Email: support@virtualvoice.uk
• Phone: 0191 543 3488 (Monday to Friday 8am to 5pm, Saturday 9am to 12pm). If you are deaf, hard of hearing or speech impaired, you can call us through Relay UK by adding 18001 before our number.
• In your portal: raise a ticket from the Support section
• By post: Customer Complaints, Cyber Fits Solutions Limited, 7 Sea View Park, Sunderland, SR6 7JS

To help us deal with your complaint quickly, please tell us your name, the phone number or account the complaint relates to, what has gone wrong, and how you would like it resolved.

2. How we will handle it

• We will acknowledge your complaint within one working day of receiving it.
• We aim to resolve most complaints within five working days. Some issues take longer to investigate; if so, we will keep you updated and give you a clear point of contact.
• We will always explain our decision, and if we have got something wrong we will put it right.

3. If you are not happy with our response

If you are not satisfied with the outcome, ask us to escalate your complaint. A senior member of our team will review it again and respond to you directly. We will treat this as a priority.

4. Taking your complaint further: independent adjudication (CISAS)

If we have not been able to resolve your complaint within six weeks of you first telling us about it, or if we send you a letter saying we have reached “deadlock” (that we cannot agree), you can refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme, free of charge.

Cyber Fits Solutions Limited is a member of CISAS (the Communications and Internet Services Adjudication Scheme), which is approved by Ofcom and administered by the Centre for Effective Dispute Resolution (CEDR). CISAS is independent of us. If your complaint is eligible, an independent adjudicator will look at it impartially and make a written decision, which may include an explanation, an apology or an instruction for us to put things right. You do not have to accept the decision, but if you do, it is binding on us and we will carry it out.

The scheme is open to residential customers and to businesses with 10 or fewer people working for them. You can apply at any time within 12 months of our deadlock letter, or of the six week period ending. Businesses with more than 10 people working for them cannot use CISAS, but we will still handle their complaints under this code.

5. Ofcom

Ofcom is the regulator for communications services in the UK. Ofcom does not resolve individual complaints, but it does set the rules we must follow and monitors how providers treat their customers. You can find out more at www.ofcom.org.uk.

6. Complaints about data or privacy

If your complaint is about how we handle your personal data, you can also contact the Information Commissioner's Office (ICO) at ico.org.uk. See our Privacy Policy for more.

7. Customers who need extra support

If you have a disability, or find it difficult to deal with your complaint yourself, we can help. You may nominate a friend, relative or representative to complain on your behalf (with your permission), and we can provide this code and our correspondence in alternative formats. Just let us know what you need.

8. Contact

Cyber Fits Solutions Limited
Email: support@virtualvoice.uk · Phone: 0191 543 3488