Customer Dispute Resolution
The Planet Numbers Code of Practice for Customer Complaints and Resolution of Disputes
Planet Numbers has provided a range of telecoms services to British companies, charities and individuals for over 18 years. We believe this success has been built on a company-wide commitment to offering outstanding products and services coupled with superb customer service.
If for any reason at all you have reason to complain about any aspect of our products or services please rest assured that we will do everything in our power to resolve the issue rapidly and to your complete satisfaction. It is our policy to resolve all complaints within a maximum of ten working days if at all possible. If a complaint will need more time than this to sort out, we will advise you accordingly.
Please contact our customer service team immediately any issue arises with which you’re unhappy. You can contact them by email, phone or letter.
If you are dissatisfied with the way your complaint is being dealt with by a member of our customer service team, please ask for your complaint to be escalated to their department head. If you still fail to get a satisfactory solution, please ask for the complaint to be taken to our Managing Director, Robin James.
In the highly unlikely scenario that your complaint remains unresolved after 40 working days, or we have informed you that despite our best efforts the complaint has, in our opinion, ended in deadlock, you can contact independent bodies such as the Ombudsman Services.
How to contact Planet Numbers’ Customers Service team:
By phone: 0345 077 7777
If you phone with your complaint, we will try and solve the problem there and then. Please be aware that we may ask you security questions to comply with data protection rules. If the complaint can’t be resolved at the time, we will advise you of its progress by phone, email or in writing.
Complaints received via email will be acknowledged by email within one working day. We will then advise you how we plan to proceed with the resolution of your issue and the anticipated time schedule.
Customer Services, Planet Numbers Ltd, 1st Floor, Richmond House, Richmond Hill, Bournemouth, BH2 6EZ.
Complaints received via mail will be acknowledged by post within one working day. We will then advise you how we plan to proceed with the resolution of your issue and the anticipated time schedule.
Ombudsmen Services (Otelo)
Ombudsman Services: Communications
PO Box 730
Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
Phone-paid Services Authority
40 Bank Street
Tel: 0300 303 0020
Telephone Preference Service
70 Margaret Street