topic Re: Complaint Escalation? in Plusnet Feedback

Complaint Escalation?

huwwatkins1 — Fri, 11 Nov 2016 13:17:00 GMT

How do you escalate a complaint? I've tried support tickets and live chat but getting no where.

Thanks

Huw

Re: Complaint Escalation?

jelv — Fri, 11 Nov 2016 13:26:18 GMT

have you raised a specific complaint ticket? See https://www.plus.net/help/legal/complaints-code-of-practice/

Re: Complaint Escalation?

qbatqbat — Fri, 11 Nov 2016 13:30:55 GMT

That "Plusnet Complaints Code of Practice" just gives 3 ways to talk to their regular support team so I'm not sure they really care unless you contact CISAS.

Re: Complaint Escalation?

huwwatkins1 — Fri, 11 Nov 2016 13:39:29 GMT

Thanks - I didn't realise you could log a specific complaint ticket. I've done so but based on the fobbing off I've had so far - not holding out much hope.

Re: Complaint Escalation?

jelv — Fri, 11 Nov 2016 20:26:25 GMT

@qbatqbat wrote:

That "Plusnet Complaints Code of Practice" just gives 3 ways to talk to their regular support team so I'm not sure they really care unless you contact CISAS.

... and one of the first things CISAS will look at is whether you have followed the suppliers complaints procedure and reached a deadlock.

Re: Complaint Escalation?

MattyC — Mon, 14 Nov 2016 15:48:52 GMT

I can see that you've raised a complaint which will hopefully be picked up by our complaints team towards the back end of this week. Apologies if we've caused any issues.

Matty