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.

By email

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.

By letter:

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.

 

Useful numbers:

Ombudsmen Services (Otelo)

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
Website: https://www.ombudsman-services.org/sectors/communications

Ofcom

Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 020 7981 3040
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk

Phone-paid Services Authority

40 Bank Street
London
E14 5AB
Tel: 0300 303 0020
Website: http://psauthority.org.uk

Telephone Preference Service

DMA House
70 Margaret Street
London
W1W 8SS
Website: www.tpsonline.org.uk