Our Code of Conduct

Although it is our mission to give you the best possible service, we recognise that sometimes things can go wrong.

Therefore, we have created the following 5 step complaints and feedback procedure. We undertake to process every complaint as sensitively and as speedily as possible.

Step 1

In the first instance please contact our customer services department, who will endeavour to resolve your query there and then.

You can either phone us on 0161 870 6468, or email us at info@innovacom.co.uk.

Alternatively you can write to us at:

11 Manchester Chambers

Step 2

If you are dissatisfied with the resolution offered by customer services, you can request that your complaint is looked into by the Complaints Escalation Team.

Please only do this after a solution has been offered by customer services. You can use the same contact details to reach the complaints escalation team, but you must explicitely ask for them.

If you are contacting us in writing, please replace “Customer Services Department” with “Complaints Escalation Team” at the top of the address.

Step 3

If your complaint remains unresolved, it will be transferred to the Compliance Department, who will conduct a detailed investigation of your complaint and will provide a formal written response within 28 days of the complaint being transferred to them. You may be contacted during the investigation to document your experience, which led to the complaint being made.

You may be required to provide documentary evidence to back up your version of events. Additionally, we may request to see evidence from appropriate third parties in relation to the investigation.

Once again, the compliance department may be reached using the contact details above.

Step 4

If after going through steps 1 to 3, you are still dissatisfied with the resolution offered. Please write to the Compliance Manager, who will endeavour to provide a resolution or a deadlock letter to you within 28 days.

Step 5

If you are still dissatisfied after 8 weeks, or you have received a deadlock letter from us, you may make a complaint to Ombudsman Services: Communications, of which InnovaCom is a member company.

The Ombudsman Services: Communications is an independent alternative dispute resolution scheme, whose contact details are as follows:

Ombudsman Services Communications
PO Box 730

Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600

Email: enquiries@os-communications.org
Website: www.os-communications.org

At InnovaCom we aim to resolve all complaints to the satisfaction of the customer. This must be done fairly in a just manner so we consider each complaint based on the evidence presented and take into account our contractual obligations to the customer and the customer’s contractual obligations to us. Compensation will be considered where appropriate, if genuine fault can be established.