Legal papers

[#1]

Exasperated beyond belief at lack of customer service. To serve legal papers to Plusnet, do I quote their own address or that of BT?

[#2]

@bored_mum 

From this link  https://www.plus.net/help/legal/complaints-code-of-practice/ 

it says -

... you can make a complaint by writing to the address below.

To help us deal with your complaint as quickly as possible, we recommend including some information to help us find your account. Things like your username, postcode and telephone number of the service you're complaining about are really helpful.

Once we receive your letter we will respond within 10 working days. If you need a quicker response, please use one of the other methods mentioned above.

Our address is:

Plusnet Plc
Endeavour
Sheffield Digital Campus
1a Concourse Way
Sheffield
S1 2BJ

[#3]

That looks like just for lodging complaints, I'm well beyond that! I'll try their twitter.

[#4]

I'm not a lawyer, but maybe you should get your lawyer on the case of whatever it is. They'll know how to serve legal papers on plustnet. If you're a lawyer, @bored_mum,  then you'll know that trying to improve customer service for immediate issues isn't always helped by commencing potentially tedious legal action.

[edit: added the qualifier 'potentially tedious']

[#5]

twitter ... that is the tell !

[#6]

I'm filling in small claims paperwork, I'm not a lawyer either. I need an address.

[#7]

They have a support account. But hey, if this kinda of post is beneath you, you can just scroll by....

[#8]

See post #2, @bored_mum .

[#9]

Yes, post 2 is for complaints.
Honestly, I came here looking for some help, as I've had a tough time trying to resolve an account issue with these utterly useless customer services clowns & a bereavement.
But hey, I'll try elsewhere.
Thanks again.

[#10]

The address given is Plusnets registered address, therefore the address to serve these 'legal papers'.

[#11]

Companies House will provide registered info.

https://www.gov.uk/get-information-about-a-company

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[#12]

Hello @bored_mum. 

We are concerned to hear of your recent experience. 

Have you been through our complaints process and spoke with our Executive Care team as outlined in the Complaints Code of Practice?

They will make sure we look into this and do all we can to help get this resolved. If we could then not reach a resolution together this would then reach Deadlock. 

Speak soon, 

Katie

[#13]

I call & have promises made, that never happen, no calls, no updates. It's been 4 weeks of silence or lies. I'm at the end of my tether, so only recourse seems to be via the legal process.

[#14]

Of no particular help and I could be totally wrong. Is there a protocol to follow before actually submitting a legal claim?

i.e. first follow through the complaint procedure and if there's a "deadlock" issued then send a letter before action. If that doesn't work, a claim.

I realise you are at the end of your tether, but submitting some kind of legal action, before following the full procedure, might be looked on unfavourably by a court.

https://www.justice.gov.uk/courts/procedure-rules/civil/rules/pd_pre-action_conduct

[#15]

I have asked for a deadlock statement & been promised one, but not forthcoming. To be honest, once a court reads the history of the ticket, the record of my calls to Plusnet, the promised of not returned calls, & the bare faced lies, I have no doubt a court will unimpressed. Someone has to hold these companies to account, it's not much, but I'm prepared to do it.