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Complaint Escalation?

huwwatkins1
Newbie
Posts: 2
Registered: 11-11-2016

Complaint Escalation?

Hi

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

 

Thanks

Huw

5 REPLIES
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: Complaint Escalation?

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

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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qbatqbat
Dabbler
Posts: 16
Registered: 31-07-2007

Re: Complaint Escalation?

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.

huwwatkins1
Newbie
Posts: 2
Registered: 11-11-2016

Re: Complaint Escalation?

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.

Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: Complaint Escalation?


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.

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Complaint Escalation?

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

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet