Complaints Procedure

ONVOIPTELECOM LTD

1. Our Commitment

At ONVOIPTELECOM LTD, we are committed to providing excellent service. However, we understand that sometimes things go wrong. If you are unhappy with any aspect of our Services, we want to hear about it and resolve it as quickly as possible.

2. How to Make a Complaint

You can submit a complaint through any of the following channels:

  • Email: complaints@onvoiptelecom.com
  • Post: Complaints Team, ONVOIPTELECOM LTD, 68 Rosslyn Hill, London, England, NW3 1ND
  • Phone: Call our support team on 07916 960888 and ask to raise a formal complaint

When submitting a complaint, please include:

  • Your name and account number (if applicable)
  • Your contact details (email and/or phone number)
  • A clear description of the issue
  • Any relevant dates, reference numbers, or supporting information
  • What outcome you would like

3. Our Complaints Process

Stage 1: Initial Response

  • We will acknowledge your complaint within 2 business days of receipt.
  • You will receive a unique complaint reference number.
  • We will assign your complaint to a member of our team who will investigate the matter.

Stage 2: Investigation

  • We aim to resolve your complaint within 10 business days.
  • If we need more time to investigate, we will let you know and keep you informed of progress.
  • We may contact you to request additional information or to clarify the issue.

Stage 3: Resolution

  • Once our investigation is complete, we will write to you with our findings and proposed resolution.
  • If you are satisfied with our response, the complaint will be closed.
  • If you are not satisfied, you may request escalation to a senior manager for further review.

Stage 4: Escalation

  • If you remain dissatisfied after our senior review, we will issue a "deadlock letter" confirming that we have been unable to resolve the matter to your satisfaction.
  • You are also entitled to request a deadlock letter if your complaint has been open for 8 weeks without resolution.

4. Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer the matter to an independent Alternative Dispute Resolution (ADR) scheme. We will provide you with details of the relevant ADR scheme in our deadlock letter.

ADR schemes provide free, independent adjudication and their decisions are binding on us (but not on you — you remain free to pursue other remedies if you disagree with the ADR decision).

Note: We are in the process of joining an Ofcom-approved ADR scheme. Until this is confirmed, we will work directly with you to resolve any disputes fairly and transparently. Details of our ADR membership will be published here once finalised.

5. Ofcom

Ofcom is the UK's communications regulator. While Ofcom does not resolve individual complaints, you can report concerns about our service to them:

6. Recording and Learning

We log all complaints and review them regularly to identify recurring issues and improve our Services. Complaint data is anonymised and used for internal reporting and training purposes.

7. Contact

Complaints Team
ONVOIPTELECOM LTD
68 Rosslyn Hill, London, England, NW3 1ND
Email: complaints@onvoiptelecom.com
Phone: 07916 960888

Effective date: 8 April 2026 | Last updated: 8 April 2026