Introduction
The purpose of this complaints procedure is to help customers who wish to make a complaint. This
page will guide the customer through the process we follow in handling complaints.
Underpinning the procedure is the ethos of ‘getting it right first time’. Our emphasis is firmly on quicker,
simpler and more streamlined complaints handling with local, early resolution by empowered and well
trained staff. Our procedure is designed to address customer dissatisfaction by providing a quick, fair and
considered response to complaints, explaining clearly the reasons for any disagreement we may have with
service users, and using the lessons we have learned from complaints to improve our services.
We recognise that some of our subscribers may be vulnerable or need extra help with their service or to
raise a complaint. Our staff are trained to recognise such circumstances and encourage additional
authorised account holders to be added to the account as well as using the most appropriate means of
communication for the circumstance.
Our complaints procedure complies with section C4 and C5 of Ofcom’s customer complaints code
guidance dated 30 July 2018.
Ofcom class Baltic Broadband as a ‘Communications Provider.
This complaints procedure covers complaints received from the following, described by Ofcom as
‘Relevant Customers’, – Small Business Customers
.
Ofcom define a Small Business Customer as employing 10 or less employees.
How we will deal with your complaint
We adopt a four stage process for handling complaints made to us.
Stage 1 – Front line resolution
Our front line team handle issues that are straightforward and easily resolved, typically those requiring
little or no investigation. We aim to resolve such issues within 5 working days and resolution may
include any one or more of the following actions:
- ‘On-the-spot’ apology,
- explanation,
- or other action to resolve the complaint quickly.
In exceptional circumstances it may take longer than 5 days. Our front line staff are trained to deal with such complaints and in some circumstances they may pass on your complaint to the appropriate point
for frontline resolution.
Your complaint will remain open until we have received confirmation from you that you are satisfied
with our response or 28-days has elapsed from the date of the response.
We will use complaint details, outcomes and resolutions to help continuously to improve our services.
Stage 2 – Investigation and communicating the outcome
We will initiate a formal investigation for issues that have not been resolved at the frontline stage, or
that are complex, serious or ‘high risk’.
We aim to provide a definitive response within 20 working days following a thorough investigation of
the points raised. Our response will be signed off by senior management; our senior management take
an active interest in complaints and use information gathered to improve our services.
We will communicate the outcome using your preferred method of contact.
Your complaint will remain open until we have received confirmation from you that you are satisfied
with our response to you, or 28-days has elapsed from the date of the response.
Stage 3 – Independent External Review
You have the opportunity to escalate your complaint for issues that we are unable to resolve at the
front line or by investigation. We are members of the industry body representing wireless networks,
UKWISPA. If you wish to escalate your complaint to this organisation we will give them a summary of
the case to date and provide you a copy of the summary together with their contact details so you can
directly monitor the progress of your case.
UKWISPA is committed to providing a response within 2 weeks of being notified of the detail of the
complaint .
Phone: 03333 660036
Email: info@ukwispa.org
Address: Member Complaints, UKWISPA, 4 Croftside Court, Cullingworth, Bradford, BD13 5DE
Stage 4 – Access to Alternative Dispute Resolution
If you disagree with the Independent External Review then you have then have the opportunity to
further escalate your complaint to the Alternative Dispute Resolution Scheme (ADR).
ADR: Ombudsman Services
Phone: 0330 440 1614
Email: osenquiries@oscommunications.org
Address: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU
How to Make a Complaint
You can initiate a complaint by calling our customer service department, emailing us, online or writing to
us. We do not differentiate complaints by how they are raised so please use the most appropriate contact
method for making your complaint:
Call us on this number: 0151 279 1000
Email: complaints@balticbroadband.com
Online: https://www.balticbroadband.com/compliment-complaint/
Write to: Customer Services Manager, Baltic Broadband Limited, 15 Gibraltar Row, King Edward Industrial Estate, Liverpool, United Kingdom, L3 7HJ
How we will respond
We will respond in line with our 4 step process described above, in the timescales we have committed
to. Our preference is to respond to you by email, however if you prefer an alternative method of contact
please inform us when making your complaint.
After your confirmation that the complaint is resolved we will email you with a summary of the final
outcome.
Unresolved Complaints
Independent External Review (IER)
Unresolved complaints will be referred initially for an Independent External Review (IER) of the complaint.
The IER for Baltic Broadband is UKWISPA.
An IER email will be sent by us to the complainant in the following circumstances;
a) we have told the complainant of the outcome of its investigation into the complaint;b) The complainant has told us that they consider the proposed outcome does not resolve the
complaint to their satisfaction; and
c) we do not intend to take additional steps to resolve the complaint to the complainant’s satisfaction
that would produce a different outcome.
It is usual for the IER information to be contained within the complaint outcome notification.
UKWISPA response time is up to 2-weeks from receiving the case file and the outcome will be
communicated both to the complainant and us.
Alternative Dispute Resolution (ADR)
If the complainant does not accept the findings of the IER, or the complaint remains unresolved after 8-
weeks since the date on which the complaint was first received, then we will issue an Alternative Dispute
Resolution (ADR) email to the complainant.
The ADR for Baltic Broadband is Ombudsman Services.
An ADR email will be sent by us to the complainant in the following circumstances;
a) we have told the complainant of the outcome of its investigation into the complaint;
b) The complainant has told us that they consider the proposed outcome by the IER does not resolve
the complaint to their satisfaction; and
c) we do not intend to take additional steps to resolve the complaint to the complainant’s satisfaction
that would produce a different outcome.
Closing Complaints
We will not close a complaint unless;
a) The complaint has been resolved in accordance with the circumstances set out below;
I. the Complainant has expressly agreed that the complaint has been resolved to the
complainant’s satisfaction;
II. it is reasonable for us to conclude that the Complaint has been resolved to the
Complainant’s satisfaction because;
III. we have informed the Complainant of the outcome of our investigation and complied with
our obligations as set out in this document; and
IV. the Complainant has not come back to us within 28-days to say they consider the Complaint
remains unresolved
b) An ADR letter has been issued by us to the Complainant
c) It is reasonable for us to consider the Complaint to be frivolous or vexatious.
Record Keeping and Monitoring
For each complaint received, we will keep a record in writing of:
a) the date on which the Complaint was received;
b) how the Complaint was made (for example, by email or by phone);
c) the identity of and contact details of the Complainant;
d) a description of what the Complaint is about;
e) all communications made or received between us and the Complainant regarding the Complaint,
including, as a minimum:
I. the date on which the communication was made or received;
II. how the communication was made or received (for example, by email or by phone);
III. a description of what was contained in the communication (for example, advice given
and/or action proposed to be taken and/or action agreed with the Complainant to be
taken, to resolve the Complaint);
IV. copies of any written communication; and
V. the date on which the Complaint was resolved or otherwise closed.
Where the Complaint is resolved because:
a) the Complaint expressly agrees that the Complaint has been resolved to the Complainant’s
satisfaction, we will keep a record in writing of that express agreement;
b) we will keep a record showing the basis for concluding the Complaint has been resolved and that
it complies with this guidance.
Where the Complaint is closed by us on the basis of:
a) an ADR letter being issued and the relevant time passes, then a copy of the ADR letter must be
retained;
b) we consider the Complaint to be frivolous or vexatious, a record must be kept detailing the reasons
why.
Our management team will oversee all complaints that are logged and use the finding to continuously
improve the service and communication to our customers. We will also encourage feedback on our
complaints handling using an online questionnaire.