Open Tech (East Yorkshire) Limited trading as Open VoIP
Open Tech (East Yorkshire) Limited, trading as Open VoIP, is committed to providing a high standard of service to all customers. However, we understand that there may be occasions where customers are unhappy with the service received. This complaints procedure explains how to raise a complaint, how we will handle it, and what options are available if the complaint cannot be resolved.
1. How to make a complaint
If you are unhappy with any aspect of our service, billing, contract, installation, support, or the way your account has been handled, please contact us using one of the methods below.
Complaints contact:
Ben Chetham
Open Tech (East Yorkshire) Limited trading as Open VoIP
Unit 2 Bridge View
Hull
HU4 7DW
Email: ben@openvoip.co.uk
Telephone: 01482 429800
When submitting a complaint, please provide as much information as possible, including:
your name and business name;
account number or invoice number, if known;
the telephone number or service affected;
a clear description of the issue;
copies of any relevant correspondence, invoices, screenshots, or evidence;
what outcome you are seeking.
2. Acknowledging your complaint
We aim to acknowledge complaints promptly, usually within 2 working days of receipt.
If the complaint is made by telephone and cannot be resolved during the call, we may ask you to confirm the details in writing so that we can investigate properly.
3. Investigating your complaint
Once a complaint has been received, we will review the details and investigate the matter fairly and reasonably.
Depending on the nature of the complaint, this may include reviewing:
account notes;
call records and support tickets;
invoices and payment records;
contract documents and order forms;
service logs;
correspondence between you and our team;
supplier or network provider information, where relevant.
We may contact you for further information if required.
4. Response times
We aim to provide a full written response within 10 working days where possible.
Some complaints may take longer to investigate, especially where they involve supplier records, technical logs, billing history, call data, or third-party providers. Where this is the case, we will keep you updated and provide a response as soon as reasonably possible.
5. Outcome of your complaint
Once we have investigated your complaint, we will provide a response explaining:
what we have found;
whether we uphold, partially uphold, or reject the complaint;
any action we propose to take;
any correction, credit, refund, goodwill gesture, or other remedy, where appropriate;
the next steps available to you if you remain unhappy.
6. Escalation within Open VoIP
If you are unhappy with our initial response, you may ask for the complaint to be escalated for further review.
Escalated complaints should be sent to:
Ben Chetham
Email: ben@openvoip.co.uk
Telephone: 01482 429800
Address: Unit 2 Bridge View, Hull, HU4 7DW
Please explain why you remain dissatisfied and provide any further evidence or information you would like us to consider.
7. Deadlock
If we have fully reviewed your complaint and are unable to reach an agreed resolution, we may issue a deadlock letter. This confirms that we do not believe further discussion between us will resolve the complaint.
Once a deadlock letter has been issued, eligible customers may refer the complaint to our approved Alternative Dispute Resolution provider.
8. Important information about ADR eligibility
The Communications Ombudsman will usually expect that:
you have first raised the complaint with Open VoIP;
at least 6 weeks have passed since the complaint was first raised, or you have received a deadlock letter;
you have evidence to support your complaint;
the complaint falls within the Ombudsman’s remit.
9. Records and data
Where a complaint involves account records, call logs, recordings, billing records, or other data, we may need time to locate, collate and review the relevant information.
We will only disclose information where it is appropriate and lawful to do so. Some records may contain information relating to employees, customers, callers, suppliers, or other third parties and may require review before disclosure.
10. Complaints about payment or billing
If your complaint relates to an invoice, Direct Debit, contract charge, termination fee, or porting charge, please raise this with us as soon as possible.
Raising a complaint does not automatically suspend payment obligations unless we agree this in writing. Where an amount is disputed, we will review the matter and confirm our position in writing.
11. Accessibility
If you require this complaints procedure in another format, or if you need reasonable adjustments to help you make a complaint, please contact us using the details above.
12. Review of this procedure
This complaints procedure may be reviewed and updated from time to time to ensure it remains accurate, fair, and compliant with applicable regulatory requirements.
