STAGE 1: GET IN TOUCH
We are WOWCOM
Registered in England under company number 12612575
Postal address:
Hello House, 135 Somerford Road, Christchurch, BH23 3PY
Customer Care Manager: Holly Young
Email: hello@wowcom.co.uk
Telephone: 0333 032 3232
Website: https://wowcom.co.uk
You may call or write to us. Our friendly Customer Care Team is happy to walk you through the complaints procedure and answer any further questions you may have.
To help us resolve your issue efficiently, please include as much detail as possible when submitting your complaint.
STAGE 2: WE INVESTIGATE FULLY
If you raise a complaint with us, it will be logged in our internal systems immediately. Our Customer Care Manager will be notified, and a team member will thoroughly investigate your concerns. We will take any necessary corrective actions and work toward a resolution.
All complaints are monitored to ensure fair treatment, timely resolution, and customer satisfaction.
Details of the investigation and the resolution will be recorded in your customer file for compliance and future reference. We aim to respond as quickly as possible, though depending on the nature of the complaint, it may take up to 7 working days.
STAGE 3: WE CONTACT YOU
We will initially respond via email to discuss your complaint.
Please let us know your preferred method of contact. Any resolutions or decisions will be confirmed in writing.
We value open communication and welcome feedback to help us continuously improve our service. Please note that all telephone calls are recorded for quality and training purposes.
STAGE 4: TELL US HOW WE DID
We sincerely hope that you’re satisfied with our investigation and the outcome.
If you’re not, your complaint can be escalated internally. To learn more about this process, please contact our Customer Care Team.
STAGE 5: ALTERNATIVE DISPUTE RESOLUTION
If your complaint has not been resolved to your satisfaction and we have been given the opportunity to fully investigate, you may request a ‘Deadlock Letter’ and escalate the matter to the Communications Ombudsman, the independent dispute resolution body we are a member of.
Alternatively, if 8 weeks have passed since your initial complaint and you have not received a satisfactory response, you may also contact the Ombudsman.
For more information, visit:
https://www.commsombudsman.org/our-process
Contact details for the Communications Ombudsman:
Website: https://www.commsombudsman.org
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org
IMPORTANT NOTE:
If your complaint relates to a leased product, it must be raised directly with your lease supplier, who will handle the matter through their own internal complaints procedure in accordance with Financial Conduct Authority (FCA)regulations.