About this code
Telqaris is a trading name of Telqaris Limited. Our company number is 17131169. Our registered office is 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB.
This code explains how to complain and how we will deal with your complaint. It applies to homes, businesses and not-for-profit organisations that use our broadband and phone services. Complaining to us is free.
We want to put things right quickly. If you are not happy with anything we do, please tell us.
How to complain
You can complain in whichever way suits you best:
- Phone: 0330 350 2880. Calls cost the same as calling a normal landline number, and are usually included in call packages.
- Email: complaints@telqaris.com
- Webchat: use the chat on our website.
- Online: use our contact form and tell us you want to make a complaint.
- Customer portal: sign in and raise a support request.
- Post: Complaints, Telqaris, Telqaris Limited, 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB.
Who you will speak to
Our AI teammate, Lex Calder, answers calls, chats and messages 24 hours a day, every day of the year. Lex is an AI, not a person. Lex can take your complaint at any time.
You can ask to speak to a person at any time. Our team is available from 12pm to 8pm, Monday to Friday. Outside those hours, Lex will take your details and a member of our team will contact you.
What to tell us
Please give us:
- your name and how to contact you
- your account number, if you have one
- what went wrong, and when
- what you would like us to do to put it right.
Don't worry if you don't have all of this. We will still take your complaint.
Someone can complain for you
A friend, relative or adviser can complain for you. We will just need your permission first, so we can talk to them about your account.
What happens next
Every time you contact us, we open a case. Each case is dated, timed and fully recorded. Our timescales start when we record your case as a complaint.
- We confirm we have your complaint. We send you an email straight away, usually within minutes. It gives you your case reference.
- We reply to you. A member of our team will reply within 2 days.
- We aim to sort it out within 3 days. We will explain what we found and what we will do. Then we will do what we promise promptly.
- If someone else needs to help. Sometimes we need work from outside our team, such as network engineers. If so, we will tell you directly, and keep you updated on progress.
- We step it up if it takes longer. If your complaint is still open after 7 days, a Team Leader takes charge of it. After 10 days, our executive team gets involved.
We will always tell you about your right to take your complaint to an independent service. We explain this below.
Taking your complaint to an independent service
If we can't agree how to settle your complaint, you can take it to an independent service. This is called alternative dispute resolution (ADR). It is free for you.
You can do this if:
- six weeks have passed since you first complained to us and it is still not sorted out, or
- we have sent you a "deadlock letter". This says we cannot agree. You can ask us for one at any time.
You must go to the ADR service within 12 months of getting a deadlock letter from us.
We will write to you about ADR when we send a deadlock letter, and once six weeks have passed. If the ADR service decides in your favour and you accept the decision, we must do what it says.
ADR can help if you are a home customer, or a business or not-for-profit organisation with 10 or fewer people working for it.
We use CISAS (Communications and Internet Services Adjudication Scheme), an independent dispute service approved by Ofcom, the communications regulator. CISAS is run by CEDR. Telqaris is a trading name of Telqaris Limited (company number 17131169).
Contact CISAS:
- Website: www.cedr-assist.com/consumer/cisas/overview — start a CISAS referral
- Phone: 020 7520 3814 (Monday to Friday, 9am to 5pm)
- Email: cisas@cedr.com
- Post: CISAS, 100 St Paul's Churchyard, London EC4M 8BU
If you need extra help
Tell us if you need help to make a complaint. We will make it as easy as we can for you. For example:
- We can send this code and our letters in large print, Braille or audio, or another format you need. This is free.
- If you have a hearing or speech impairment, you can call us through Relay UK. Dial 18001 before our number.
- We can talk to someone you trust on your behalf, with your permission.
- We can give you more time to reply, or call you at a time that suits you.
If something about your situation makes it harder for you to deal with us, please tell us. This could be illness, disability, a bereavement or money worries. We will take this into account. If you rely on your phone line for a telecare alarm or medical device, please tell us straight away. We will treat faults that affect you as urgent.
Our Vulnerable Customers Policy explains the extra help we offer.
Keeping a record
We keep a record of every complaint, including what we did and the outcome. We keep these records for at least 12 months after the complaint ends. We use them to make our service better and to show Ofcom how we handle complaints, if it asks.
Free copies of this code
You can read this code on our website at any time. To get a free copy by post or email, please contact us using the details above.
Other services we introduce
If you bought a service from another company after we introduced you, your contract may be with that company, not with us. Please complain to them about those services. We are happy to help you find the right contact.