Rade Internet Complaints Code of Practice

What we’ll do and when

If you telephone, the team member or technical consultant you speak to will take the details of your complaint, and they’ll ask you questions to gather as much information and context as necessary to understand the issue and outcome you seek. If you make your complaint by email or in writing, we will acknowledge receipt, request further information if necessary, advise how and when we will next respond, and provide you with a contact point for checking progress on the resolution of your complaint.

Where your complaint requires detailed investigation, specialist knowledge, a site visit or engineering works then we’ll let you know the timescales in which we expect to resolve your complaint which we will always endeavour to do as soon as possible and within 28 days. We’ll let you know how and when we’ll be in touch with updates during the management of your complaint.

When we’re in a position to propose a resolution to your complaint we’ll get in touch using your preferred contact method. Your complaint will remain open for 28 days to give you time to consider our proposal or to work with us further if necessary. If you’re happy with the resolution, please let us know so that we can take any action or remedy where we need your consent to do so. If we haven’t heard from you after 21 days, we will try to reach you again and if at the end of the 28 day window we still haven’t heard from you we will take this as confirmation that you’re satisfied with the information we’ve provided and will mark your complaint as resolved.

When it comes to how we resolve your complaint, our priority will always be to ensure we restore or repair your service or put right any service failings as quickly as possible. We’ll consider the resolution you feel would be agreeable to you and what we feel is appropriate based on the circumstances. We will issue you with an apology and potentially other forms of resolution or recompense as deemed fitting.

Escalating your complaint

If we are unable to resolve your problem or if you are unhappy with our explanation, you can escalate with a formal complaint directly at complaints@rade.net – but please make sure your complaint has been raised to our frontline team before escalating.

Please let them know why you’re not satisfied and where you think further attention is needed. They will conduct a full review and then inform you of the outcome of the review and any decisions taken. We aim to complete the review process within 15 working days.

Communication & Internet Services Adjudication Scheme

If your complaint is in relation to broadband and we’re unable to reach a resolution within 8 weeks of you making contact, or we agree in writing before the 8 week point that we will be unable to reach a mutually agreeable outcome (‘Deadlock’), then you have the right to refer your complaint to CISAS who operate an Alternate Dispute Resolution (ADR) scheme of which we are a member. This is an independent service, which is free of charge.

CISAS can be contacted at:

Web: www.cedr.com/consumer/cisas

Phone: 020 7520 3814

Email: cisas@cedr.com

On their website is information about the types of complaint CISAS can deal with, guidance notes to customers around making a complaint, and compensation award guidelines.