Complaints Procedure

Stage 1
If you wish to make a complaint about our service, please contact Woav Customer Services in the first instance and we will make all reasonable endeavours to resolve your complaint. Woav Customer Services can be contacted by telephoning 0330 159 8111, emailing service@woav.co.uk or by writing to Woav Customer Services, Woav, Longley House, Longley Lane, Manchester M22 4SY.

Stage 2
If you remain dissatisfied with any resolution offered by our Customer Services, you can request that your complaint is escalated by telephoning 0330 159 8111 and asking for the Escalation Department, by emailing service@woav.co.uk or by writing to the Escalation Department, Woav, Longley House, Longley Lane, Manchester M22 4SY.

Stage 3
Any unresolved complaint following escalation will be transferred to our Customer Resolution Department, who will conduct a detailed investigation. They will endeavour to provide a formal written response to you within 28 days of your complaint being transferred. As part of the investigation, we may telephone you to discuss the matter and document the course of events that led to your complaint or request any documentary evidence from you or third parties to assist with the investigation. The Customer Resolution Department can be contacted by telephoning 0330 159 8143, by emailing compliance@woav.co.uk or by writing to Customer Resolution Department, Woav, Longley House, Longley Lane, Manchester M22 4SY.

Stage 4
If you are unhappy with the outcome of the investigation by the Customer Resolution Department, you should write to the Customer Resolution Manager who will review your account and provide a satisfactory resolution. If a resolution cannot be reached, we will provide a deadlock letter to you within 28 days.

Stage 5
If you consider that we have not been able to resolve your complaint satisfactorily, and 8 weeks have elapsed, or you have received a deadlock letter from us, you may wish to make a complaint to the Ombudsman Services: Communications, which is a provider of alternative dispute resolution services. Woav is a trading name of Verastar Limited which is a member of the Ombudsman Services and obliged to participate if you refer a complaint to them for alternative dispute resolution, whose contact details are as follows:

- Address: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU

- Telephone: 0330 440 1614

- Facsimile: 0330 440 1615

- Textphone: 0330 440 1600

- Email: enquiries@os-communications.org

- Website: os-communications.org

You are also entitled to refer any contractual dispute with us to an Online Dispute Resolution process by following this link: http://ec.europa.eu/consumers/odr.