topic Re: Who to send a written complaint to? in Plusnet Feedback

Who to send a written complaint to?

sizzynat — Thu, 02 Jan 2020 12:49:31 GMT

I want to put my compliant in writing but i'm struggling to find an email address? I've spoken to an incredibly rude agent on chat after multiple previous chats and calls to sort my connection issues out, needless to say they are not sorted, and I need to take things further. Can anyone help with a complaints department email? Thanks!

Re: Who to send a written complaint to?

gofaster — Thu, 02 Jan 2020 14:47:53 GMT

If you look at the bottom of any Plusnet web page (including this forum) you should find a link to "Complaints code of practice"

This will give you all of the information you need

(Hint - you can't submit a complaint via email)

Re: Who to send a written complaint to?

SammyM — Thu, 02 Jan 2020 21:03:35 GMT

Hello @sizzynat,

I am deeply sorry to read of your experience and for the inconvenience this has caused. This is not the level of service we aim to provide and nor is it in keeping with our values.

I am now taking ownership of this and your complaint so that we can work towards a resolution. I have provided more detail on the ticket here, please get back to us if you have any further queries in the meantime.

Re: Who to send a written complaint to?

sizzynat — Thu, 02 Jan 2020 21:17:07 GMT

Hi. Thanks for replying. I called in again this evening and spoke to a really nice guy who is sending me a new router. Fingers crossed that sorts the problems out.
I’m still very unimpressed with the agent I spoke to on chat as mentioned in my first post and I think maybe a bit of guidance from someone on his team about how customer service should be would be a good idea 🙂

Re: Who to send a written complaint to?

SammyM — Fri, 03 Jan 2020 13:01:06 GMT

I can assure you this will be done @sizzynat. Would it be OK if I contacted you on the 8th Jan to check you have received the router? After that we can monitor your connection and move forward if the issue persists.