Complaints Handling Policy

Complaints Handling Policy

Agile Comms Ltd
Last updated: 1 May 2026
1. Purpose of this Policy
Agile Comms Ltd is committed to providing high-quality telecommunications services and excellent customer care. We recognise, however, that from time to time things may not go as expected. This Complaints Handling Policy sets out how customers can raise a complaint, how we will investigate it, and how we will aim to resolve it fairly, transparently, and promptly.
This policy applies to all products and services provided by Agile Comms Ltd.
2. Who This Policy Applies To
This policy applies to:
  • All Agile Comms customers
  • In particular, business customers with 10 staff or fewer, who are eligible to refer unresolved complaints to the Communications Ombudsman
3. What We Mean by a Complaint
A complaint is any expression of dissatisfaction about:
  • Our services or products
  • Our customer service or support
  • Billing or contract-related issues
This applies whether the complaint is made verbally, in writing, or electronically.
4. How to Raise a Complaint
We encourage customers to contact us as soon as an issue arises.
Initial Contact (Standard Requests)
Complaints should, in the first instance, be raised through our support team:
Our support team will aim to resolve the issue as quickly as possible.
5. Our Complaints Handling Process
Stage 1 – Informal Resolution
Most issues can be resolved quickly by our support team. We will:
  • Acknowledge your complaint
  • Investigate the issue
  • Provide a clear response or resolution
If you are satisfied, the complaint will be closed at this stage.
Stage 2 – Escalation (Tier One)
If the issue cannot be resolved or you are not satisfied with the initial response, your complaint may be escalated internally.
Depending on the service area, escalation may be to:
  • Bryn Davies
Tel: 01752 914263
  • Aimee Pallett – Operations
Tel: 01752 914264
Stage 3 – Escalation (Tier Two)
If the complaint remains unresolved, it may be escalated to:
  • James Fisher – Director
Tel: 01752 914262
If unavailable, escalation may be made to:
  • Ollie Jackman – Director
Tel: 01752 914261
6. Timescales
We aim to:
  • Acknowledge complaints within 5 working days
  • Provide a substantive response within 10 working days, where possible
Some complaints may take longer to resolve due to complexity or reliance on third parties. If this happens, we will keep you informed.
7. Keeping You Updated
We will keep you informed throughout the process, explaining:
  • What we are doing to investigate your complaint
  • Any delays
  • The outcome and any remedial action
8. If We Cannot Resolve the Complaint
If we are unable to resolve your complaint to your satisfaction, or it has been unresolved for 8 weeks, you may be entitled to escalate the matter externally.
Communications Ombudsman
Eligible customers (businesses with 10 staff or fewer) can refer the complaint to:
Communications Ombudsman
The Ombudsman provides free, independent dispute resolution.
9. Continuous Improvement
We log and review complaints to:
  • Identify recurring issues
  • Improve our services and processes
  • Train our staff effectively
10. Accessibility
If you require this policy or the complaints process in an alternative format, please contact us and we will do our best to assist.
11. Contact Information
Agile Comms Ltd
Telephone: 01752 914266