Nouveaus Terms of Service
Complaints escalation
We aim to give outstanding service and value for money, however we recognise that from time to time issues can arise that need to be escalated. We are committed to resolving any such issues as quickly and efficiently as possible. The following section gives information on how to contact us, and what to do if you have a complaint.
Step one: how to contact us
If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our Customer Support teams, you may send your complaint in writing to:
Nouveau Customer Support Manager
Technology House
15 Headley Road
Woodley
Berks.
RG5 4JB
Alternatively you may email us at admin@nouveau.co.uk
You should expect to receive a response to your query within seven working days of us receiving your correspondence.
Step two: what we will do
On receipt of your complaint our Customer Support Manager will thoroughly investigate any issues raised and propose a course of action for resolution.
Step three: if you are not satisfied
If you are not satisfied with the action we plan to take, you should request that your complaint be referred to the Customer Support Director.
Nouveau Customer Support Manager
Technology House
15 Headley Road
Woodley
Berks.
RG5 4JB
Alternatively you may email us at admin@nouveau.co.uk
You should expect to receive a response to your query within seven working days of us receiving your correspondence.
Step four: what we will do
On receipt of your complaint our Customer Support Director will thoroughly investigate any issues raised and propose a course of action for resolution.
Step five: further action in order to resolve your dispute
Once you have a response from our Customer Service Director, if you remain unsatisfied with our attempts to resolve the issue, you can contact Otelo, the Independent Ombudsman. Please note that Otelo can only help if you have given us an opportunity to resolve any issues. Otelo contact details:
Otelo
PO Box 730
Warrington
WA4 6WU
Email: enquiries@otelo.org.uk
Website: http://www.otelo.org.uk
Overview of complaints escalation procedure
1.You contact Customer Support Manager
2.Customer Support Manager will investigate
and propose a solution
3.You contact Customer Support Director
4.Customer Support Director will investigate
and propose a solution
5.You contact Otelo
Contact information
We are happy to answer any questions you may have regarding your Nouveau services. Please note that any discussions with the Nouveau Internet Ltd are treated in strictest confidence, so we may need to ask you security questions to confirm that we are speaking to the right person.
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003.
Please note: by signing up for any of our services you agree to be bound by all Nouveaus terms and conditions.
To contact us about this or any other service or product, please call us on 0871 223 2377, email us at sales@nouveau-net.co.uk or fill in our online enquiry form.
