Complaints

We make every effort to ensure our customers are happy with the service they receive. However, we know things can occasionally go wrong, and we take complaints seriously. This page explains how we handle any complaint we receive.

Who we are

Birchills Telecom Ltd, a wholly owned subsidiary of Simwood Group plc.

Simwood House, Cube M4 Business Park, Old Gloucester Road, Bristol, Gloucestershire, England BS16 1FX

Telephone: 01922 21 33 33 · Email: support@birchills.net

How we handle your complaint

We operate a ticketed support and help desk system — all complaints, reports of non-conformity, and requests for help are handled through it.

If you have a complaint about any part of our service, contact our support team. We will:

  • acknowledge your complaint as soon as practical;
  • investigate it fully and in detail before responding;
  • aim to respond in detail within 7 days of receiving it — though this can occasionally take longer if we're waiting on a third party or a technical issue is involved;
  • keep you informed throughout.

If your complaint isn't resolved to your satisfaction, you can ask for it to be escalated to a senior manager. If we still can't resolve it, we'll write to confirm this, and we may suggest using the alternative dispute resolution procedure below. See also our Code of Practice and our terms and conditions.

Independent dispute resolution: CISAS

As a condition of our General Authorisation to provide a Public Electronic Communications Service, we must give customers access to an independent dispute resolution procedure if a complaint can't be resolved directly with us. Birchills Telecom uses CISAS.

You must give us the chance to settle your complaint first. You can apply to CISAS if:

  • your complaint hasn't been settled within 6 weeks of first raising it with us, or
  • we've referred you to the scheme.

Your application to CISAS must be made within nine months of first raising the issue with us. Referral to and use of CISAS is free of charge.

Contact CISAS: