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Zapme’s Complaints and Dispute Handling Process and Policy

Overview

At Zapme we build great experiences for you, our customers. While we strive to deliver a world-class service to our customers, we understand that sometimes things go wrong. So we aim to solve your problems and complaints as quickly as possible, as set out here.  We also record all complaints given to our Zapme Customer Service and regularly review them, as well as our processes and procedures (at least every 3 months) to help us improve our customer support and Zapme services for you.

What’s a complaint and who can make one?

“Complaint” (noun): an expression of dissatisfaction made to us about our products and services or about complaint management by us.

Functional queries, requests for information, support or fault reports are not considered formal complaints, unless otherwise requested. Our staff will endeavour to acknowledge, investigate, resolve and follow up any complaint that is brought to our Zapme support staff’s  attention. 

If you, or your appropriately authorised representative contact us and are not happy about our products or service, we will ask if you want to have your concern managed as a complaint.

Customer service representatives will endeavour to verify whether or not your communication to us is a query or genuine complaint to best assist you with our services. Anyone who is a customer can make a complaint and it’s free of charge. Where necessary our Zapme customer service representatives will provide the right level of assistance to our customers with a disability or an accessibility need.

Complaint types

We take all complaints seriously and want to resolve them as quickly as possible so certain complaint types will require different time frames for resolution.  To help us efficiently and fairly manage complaints we will categorise them based on different factors, such as the seriousness or impact of the issue on you, other Zapme customers, or Zapme itself, financial impact or health, personal welfare issues.

Our Zapme customer support will always endeavour to assist you to best find where your complaint will fall under our complaint processing in the correct manner so that they can best address your complaint or query. With the Zapme customer support representatives help, your complaint will usually fall into the below categories. 

  • Billing Errors
  • Connection and Data issues
  • Contracts
  • Customer service
  • Faults
  • Privacy: see the GDPR or Privacy Policy
  • Transfers

If your complaint does not fit into these categories please continue to contact our Zapme service representatives so they can best action the issue at hand.

Complaint process and service improvement

There are many ways to contact us and to raise a complaint, via: Upon receipt of the complaint, we will allocate you a reference number and let you know how you can monitor the progress of it and contact us to discuss it.  We do this within 2 working days from when we receive your complaint. We will also provide you with progress reports, so you know the status of the complaint. We begin investigating your complaint when we become aware of it. We’ll always try to fix your complaint when you first raise but if we need to investigate it further, we’ll aim to resolve it (or tell you what we’re doing to resolve it) within 15 working days. For urgent, high priority complaints, as above, we aim to resolve them within 2 working days of being received. Keep in mind that the reasons for complaints can vary greatly and so the time and effort we put into investigating or resolving a complaint is also based on the seriousness and complex nature of it, and we’re committed to resolving complaints as soon as possible. We will contact you (or your authorised representative) regarding your complaint, typically via email or within our customer chat, to propose a resolution to your complaint. We will try to keep reaching you to discuss it further.  However, if no response is received from you (or your authorised representative) after 10 working days of the date of our last correspondence the complaint may be closed. If you contact us within 14 working days after closure of the complaint (where we have been unable to contact you), we will reopen the complaint and continue our investigation. Where you accept our resolution then we will implement it within 10 working days or as otherwise agreed with you.

If you’re not happy with the outcome of your complaint

If you or your authorised representative are not happy with the outcome or progress of your complaint you have the option to request that we escalate your complaint and review the proposed resolution, usually to our senior management.  We will escalate the complaint if you ask us to do so and also set out the options for escalation within 5 working days.

Vexatious and frivolous complaints

We will always review your complaint and look for an option to resolve it reasonably and amicably, unless we determine that the complaint is vexatious or frivolous. If we make this determination, you will be given written confirmation of the reasons we decided not to deal with a vexatious or frivolous complaint and the options for external dispute resolution, within 5 working days after receiving a request from you to do so.

Note that we will not just cancel a service simply because we could not resolve a complaint with you and, or you have chosen external dispute resolution.

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