Complaints procedure

We’ll always try and do everything we can to ensure you’re completely satisfied, but we know that problems can sometimes arise. To make sure your complaint is resolved quickly and to your satisfaction, we’ve put together the following steps.

The best way for us to resolve your complaint quickly is to call us on 0330 159 8099 and speak to one of our Customer Care advisors. If you can’t call us, you can e-mail or write to the customer care team at Woav, No 1 Dovecote, Old Hall Road, Sale, M33 2GS.

No matter how you get in touch, we’ll need a few things from you:

• Your contact details (Name and Address) or simply include your account number
• Any background information on the issue
• The impact the issue is having on you
• What you would like to happen as a resolution

Step 1- Letting us know

Our Customer Care advisors are empowered to resolve complaints on the first call whenever they can. If you’ve written to us, we might need to contact you by phone for more information before we look into your complaint. Sometimes, we’ll need to speak to a third party before we can resolve your complaint, but we’ll always keep you updated on progress.

We’ll always try and resolve your complaint at the first point of contact. To resolve we’ll:

• Offer an apology
• Explain what’s happened
• Take action to put things right
• Offer compensation in appropriate circumstances

If our Customer Care team can’t resolve your complaint, it will be passed to our specialist Complaint Champions team.

Step 2- Trouble resolving your complaint

If your complaint is passed to our Complaints Champions, one of the team will acknowledge your complaint and complete a full review. Further investigation may be needed but you’ll be kept updated every step of the way.

Step 3- If things haven’t been resolved to your satisfaction

If we’ve completed our review and full investigation and you’re still not happy, or your complaint isn’t resolved after 8 weeks, you can ask the Communications Ombudsman to help. The Communication Ombudsman is an alternative dispute resolution scheme. You can visit www.commsombudsman.org to find out more or contact them on 0330 440 1614.

Woav complies with the Ofcom General Conditions. Switching is covered by General Condition C7 which can be found here and Mobile Sales & Marketing is covered by General Condition C8, a summary of which can be found here.