Complaints

Konnex Networks complaints procedure

As hard as we try, we might not always get it right. This customer complaints procedure gives you clear and useful information about what you can do if you’re not happy. It tells you:

How to complain

We are committed to giving you the highest quality of service, even so, things can go wrong. When they do, we want to know so we can put them right as quickly as we can. Here are the ways you can complain to us:
Online
Go to www.konnexnetworks.com and click on ‘Contact us’. This way, you won’t have to write, print or post a letter to us, and we can handle your complaint sooner.

By phone

If your complaint is about sales, a bill or general matters, call us on 0845 680 2978 between 8am and 8pm Monday to Friday.

By letter

It takes longer to reply by letter but, if you prefer to write, please send your letter to the appropriate address below. Make sure you include the account number and invoice number of the service you’re complaining about, write to:

Customer Service
Konnex Networks
25 Ashley Road
London
N17 9LJ

What and when

Our aim is to solve any problem to your complete satisfaction, and our customer service advisers will try to do this as quickly as possible, preferably during a phone call or email exchange. If we can’t do this, we’ll agree with you what we can do.
We aim to respond to a letter within ten working days, an email within five working days and if we can’t sort out your complaint when you phone us, we’ll call you back within five working days.
We’ll try to sort out your complaint on the spot but whatever happens, we’ll respond and try to keep you regularly updated if it’s going to take a while to check into things.

Escalation

If an advisor can’t sort out your complaint, we’ll review it and escalate the complaint to an appropriate level within the company. We settle most complaints by this stage but, if not, we’ll explain our final position.
You can ask for a manager to review your complaint at any time if our adviser hasn’t been able to help and hasn’t already offered to refer things to a manager.