Complaint handling and resolution process

We are committed to providing you with the best value B2B telecommunications service in the UK. We understand that faults can occur, and when they do, we want to correct them quickly. We provide a comprehensive complaint handling process to solve your problem as soon as possible.

When you call us on 0330 333 5003, a customer service adviser will note the details of the problem and will agree a course of action with you. Due to the complex nature of some queries, these may take a little longer to resolve. We thank you for your understanding and patience however if you are not happy with the response you receive you may ask for the matter to be referred to a senior manager/director for further investigation.

In the rare event we are unable to resolve your problem we will write to you informing you of the position. This is sometimes called the ‘deadlock’ letter. When you receive this letter you have the right to refer your case to CISAS, also if after three months from first making the complaint and you do not hear from us you can contact CISAS. The deadline to bring the complaint is nine months after first making the complaint. This is your legal right under UK law.

CISAS’ contact details can be found below. CISAS will want to ensure that you have followed this process before contacting them. If this is not evident CISAS is likely to refer the matter back to UCall Telecom, ourselves, for resolution. Please note, an application to CISAS does not relieve you from any obligation you may have to pay , including any financial amounts, in dispute.

Dispute resolution

Once you have entered our formal complaint procedure, legally speaking we will have 21 days to reply but we aim to reply as soon as possible. If after eight weeks you feel that we have not dealt with your complaint in a timely and satisfactory manner, or if we have sent you a letter explaining that the issue has reached “deadlock” you can refer the matter to CISAS to investigate with our full compliance:

Their contact details are as follows: CISAS, (CEDR) Centre for Effective Dispute Resolution, 70 Fleet Street, London, EC4Y 1EU
Contact number: 020 7520 3814 or 020 7536 6001


If you need further advice you can contact Ofcom:

Ofcom (Office of Communications) is the main regulator for the communications industry. Their contact details are as follows:-

Office of Communications (Ofcom), Riverside House, 2a Southwark Bridge Road, London SE1 9HA

Contact number: 0300 123 3333 or 020 7981 3040