Moorsweb's Complaints Handling Process

 

Moorsweb aims to provide an excellent internet service resulting in happy members and no complaints. However we recognise that despite our best efforts a member may have a complaint and we will listen to that complaint and make every reasonable effort to resolve it to the member‘s satisfaction. Our complaints handling process is as follows, and we intend to achieve both members and OFCOM’s satisfaction..

Process for making a Complaint;

  1. In the first instance if there are any issues with Moorsweb service, which we recognise does occasionally occur, then members should contact our technical support helpdesk.  If the issue occurs during helpdesk opening hours as described on the tech support page  of this website, the helpdesk should ideally be contacted by telephone at the time so that we may attempt to investigate immediately.  An answering machine is also provided for support during limited  evenings and weekend hours as described on the tech support page and  the terms and conditions document.  Whoever is on call will respond to messages left on the answering machinne.   The helpdesk may also be contacted by email as outlined as described on the tech support page .  The helpdesk will investigate the issue raised by the Moorsweb member and do its best to investigate and resolve the issue directly. If the helpdesk is unable to solve the issue directly then it will pass a message onto Barry Sunley for follow-up via an on-site investigation which is normally a next day service.
  2. If contact with the helpdesk does not achieve satisfactory resolution of the issue, then the members may contact Barry Sunley directly again as outlined the on the Moorsweb website and in our terms conditions document, by either telephone email or post.  Barry Sunley will then make every reasonable effort to address the member’s complaint to the member’s satisfaction, ideally and normally next day, but certainly within the next working week.
  3. If stage 2 of this process is not satisfactory in the member’s opinion, then a member may take their complaint to the Moors Web Link committee as outlined on the "contact us" page  and in our terms conditions document, by either telephone email or post. The Moorsweb member may contact either their local committee member who is identified on the Moorsweb website or they may address it directly to the chair of the Moors Web Link committee. The committee member or chair will then make every reasonable effort to address the member’s complaint to the member’s satisfaction, normally within the next working week, and certainly within the next 30days.