Complaints procedure

Complaints Handling & Dispute Resolution

If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:

By Phone: 01432 367188

By Email: info@redlinetele.com

By Letter: Customer Service, Redline Tele.com Limited, 13 Commercial Road, Hereford, HR1 2BB

Dispute Resolution

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.

Ombudsman Services

If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from:

Communications Ombudsman

3300 Daresbury Park, Daresbury, Warrington, WA4 4HS
By Phone: 0330 440 1614
By Email: osenquiries@commsombudsman.or g
By Website: h ttps://commsombudsman.org

Ombudsman Services is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

Early Referral to ADR

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.

Useful Addresses

The Ombudsman Services

3300 Daresbury Park, Daresbury, Warrington, WA4 4HS
T: 0330 440 1614
E: osenquiries@os-communications.org
W: www.ombudsman-services.org

Ofcom

Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
T: 020 7981 3040 or 0300 123 3333
E: contact@ofcom.org.uk
W: www.ofcom.org.uk

Phone-paid Services Authority

40 Bank Street London, E14 5NR
T: 0800 500 212 or 020 7940 7474
E: info@psauthority.org.uk
W: www.psauthority.org.uk

Telephone Preference Service

DMA House, 70 Margaret Street, London W1W 8SS
T: 0845 070 0707
W: www.tpsonline.org.uk

Federation of Communication Services (FCS)

Provident House, Burrell Row, Beckenham, Kent BR3 1AT
T: 020 7186 5432
E: fcs@fcs.org.uk
W: www.fcs.org.uk

sylvie Mills

2024-02-21

Redline are an amazing company who never fail to provide exactly what you need in terms of business and personal communications. Where every major telecoms company failed us, Redline resolutely worked to find a solution and saved my business thousands and helped me provide a very important service to vulnerable clients. Highly recommended, they are my go-to providers now and I will not change. 10 out of 10.

Julie Bagley

2023-11-13

We recently had a new phone system installed by Redline, their service was excellent and the engineer Rhys was helpful, polite & explained how to use the system concisely & patiently, thank you Rhys

Jack Rodell-jones

2023-10-18

Been with redline for over 3years now and the service has been perfect. Alex Simmonds utilised his wealth of knowledge to find us the perfect package he knew would be right for our business. Installation and aftercare have been stellar with every issue dealt with within minutes. Highly recommend this local company that has the service to match the market leaders!

Simon

2023-10-12

We have just updated our phones and changed the network supplier with the help of Redline Telecom. Their service was excellent without any limit on their time spent ironing out all of the issues associated with a new phone set-up. The engineers Rhys and Jake were excellent the day of installation. I would recommend Redline Telecom without hesitation.

Sarah Morant

2023-10-02

We had a great experience when changing our phone system recently. Rhys was particularly helpful and patient and went through the new processes in great detail. Thank you.

Toni Barnett

2023-09-12

We use Redline for all our phone and internet requirements. Customer service is amazing, very reliable, always willing to go that extra step. Highly recommend. Jake especially has been so patient and helpful when fitting our new telephone system. Thank you.

Mike & Anne Broxwood

2023-08-11

The team arrived promptly and proceeded to install our new system professionally and confidently.This was not straight forward due to the lack of any visible attempt at labelling of the different lines by the previous supplier, but this large job was completed successfully and quickly.

Compressors and Washers Ltd

2023-08-10

Excellent service as ever from the team at Redline! Turned an absolute mess of cables into a fully functional cabinet system. Special thanks to Rhys and Jaydon for their expert advise and installation!