Complaints Resolution
Pipex believes passionately in delivering the best possible customer experience. Should you have an issue with any aspect of our products, service or customer experience, there are a number of ways that we can try to resolve your query.
If you are in conversation with our Technical or Customer Service Teams your first course of action should be to ask to speak to a Team Manager, who will try to resolve your query there and then. If a Team Manager is unavailable, arrangements will be made for one to call you at the earliest opportunity.
In the event you remain dissatisfied with the solution or explanation offered we request you raise a formal complaint by writing to us, either by email to:
customercare@pipex.net
or by letter to:-
Customer Care Department
Pipex
Pipex House
4 Falcon Gate
Shire Park
Welwyn Garden City
Hertfordshire AL7 1TW
You are also welcome to make a formal written complaint in the first instance should you wish to do so.
Our Customer Care Team always investigates and concludes issues efficiently with a focus on customer care. To help us respond to your complaint quickly and effectively, you should include the following information as appropriate:
Your customer account number
Your ticket reference number
A record of all related communications with Pipex
A summary of the issues which you wish our response to address
Pipex will respond by sending an email or letter, depending on the most appropriate communication method, acknowledging all written complaints within 48 hours of receipt. We aim to resolve customer complaints within 7 to 10 working days; however, this process may be lengthened if further investigation or correspondence are required. Should resolution take longer than 10 working days Pipex will contact you with progress updates.
Should you remain dissatisfied with Pipex's response, you may request in writing to the Customer Care address given above that the matter be escalated to a more senior level within the organisation for a review.
If we still have been unable to resolve a complaint satisfactorily after three months you may refer the complaint to an independent arbitrator. Pipex is a member of the Communications and Internet Services Adjudication Scheme (CISAS) which is operated by the Chartered Institute of Arbitrators. CISAS is an OFCOM (Office of Communications) approved arbitrator.
CISAS will make an independent decision based on the information provided by you and Pipex. You can contact CISAS at the following address:-
CISAS
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP
http://www.arbitrators.org/cisas