Complaints Policy
1. Definitions
1.1 In this Complaints Policy the following expressions have the following meanings:
“Appeal” means your request to escalate a Complaint from Level One to Level Two if you are not satisfied
with the outcome at Level One
“Appeal Handler” means an employee of Gaeltel Ltd working at senior management level who will handle Level
Two Complaints
“Business Day” means, any day (other than Saturday or Sunday) on which ordinary businesses are open for their
full range of normal business
“Complaint” means a complaint about goods AND/OR services sold by Gaeltel Ltd, about our customer
service, or about our employees
“Complaints Form” means our standard complaints form, available from our website www.gaeltel.co.uk;
“Complaint Handler” means an employee of Gaeltel Ltd working at senior operational level who will handle Level
One Complaints:
“Complaints Policy” means this document;
“Complaints Procedure” means the internal complaints handling procedure of Gaeltel Ltd which is followed when
handling a Complaint and is available from www.gaeltel.co.uk for your reference;
“Complaint Reference” means a unique code assigned to your Complaint that will be used to track your Complaint;
“External Resolution” means the referral of your Complaint to an external body or organisation for resolution if you are not satisfied with the outcome at Level Two;
“Level One” means the first stage in our complaints handling procedure under which your Complaint will be
handled by a Complaint Handler; and
“Level Two” means the second stage in our complaints handling procedure under which you may appeal
the outcome of a Level One Complaint. Your Complaint will be handled by an Appeal Handler.
2. Purpose of this Complaints Policy
2.1 Gaeltel Ltd welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our goods AND/OR services, our customer service, or about our employees, not only do we want to resolve it to
your satisfaction, but we also want to learn from it to improve our business and customer experience in the future.
2.2 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
2.2.1 To provide a clear and fair procedure for any customers who wish to make a complaint about Gaeltel Ltd, our goods AND/OR services, our customer service, or about our employees.
2.2.2 To ensure that everyone working for or with Gaeltel Ltd knows how to handle Complaints made by our customers.
2.2.3 To ensure that all Complaints are handled equally and in a fair and timely fashion.
2.2.4 To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.
3. What this Complaints Policy Covers
3.1 This Complaints Policy applies to the sale of goods AND/OR the provision of services by Gaeltel Ltd, to our customer service and to our employees.
3.2 For the purposes of this Complaints Policy, any reference to Gaeltel Ltd also includes our employees.
3.3 Complaints may relate to any of our activities and may include (but not be limited to):
3.3.1 The quality of customer service you have received from Gaeltel Ltd.
3.3.2 The behaviour and/or professional competence of our employees.
3.3.3 Delays, defects or other problems associated with the sale of goods by Gaeltel Ltd.
3.3.4 Delays, defects, poor workmanship, or other problems associated with the provision of services by Gaeltel Ltd.
3.4 The following are not considered to be Complaints and should therefore be directed to the appropriate person OR department:
3.4.1 General questions about our goods AND/OR services.
3.4.2 Matters concerning contractual or other legal disputes.
3.4.3 Formal requests for the disclosure of information, for example, under applicable legislation.
4. Making a Complaint
4.1 All complaints, whether they concern our goods AND/OR services, our customer service, or our employees, should be made in one of the following ways:
4.1.1 In writing, addressed to Complaints Officer, Gaeltel Ltd, 2 Spey Court, Fochabers, IV32 7QT.
4.1.2 By email, addressed to Complaints Officer at complaints@gaeltel.co.uk
4.1.3 Using our complaints form (available at gaeltel.co.uk or on request), following the instructions included with the form.
4.1.4 By contacting us by telephone on 0800 5999 070
4.2 When making a complaint, you will be required to provide the following information in as much detail as is reasonably possible:
4.2.1 Your name, address, telephone number and email address (We will contact you using your preferred contact method as your complaint is handled).
4.2.2 If you are making a complaint on behalf of someone else, that person’s name and contact details as well as your own.
4.2.3 If you are making a complaint about a particular transaction, the order number and/or invoice number
4.2.4 If you are making a complaint about a particular employee of ours, the name and, where appropriate, position of that employee.
4.2.5 Further details of your complaint including, as appropriate, all times, dates, events, and people involved.
4.2.6 Details of any documents or other evidence you wish to rely on in support of your complaint.
4.2.7 Details of what you would like Gaeltel Ltd to do to resolve your complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.)
5. How We Handle Your Complaint
5.1 Gaeltel Ltd operates two-stage complaints handling procedure. Following our complaints procedure, our aim is to always resolve complaints to your satisfaction at Level One without further recourse to Level Two. If you are not
satisfied at the end of Level One, you may escalate your Complaint to Level Two. If you are still not satisfied at the end of Level Two, complaints may progress to External Resolution as detailed below.
5.2 Level One:
5.2.1 Upon receipt of your Complaint, the Complaints Officer identified above in Section 4.1 will log the Complaint in our complaints log and will acknowledge receipt of it in writing within 10 working days giving you a
complaint reference.
5.2.2 When we acknowledge receipt of your complaint, we will also provide details of your Complaint Handler. This may be the Complaints Officer to whom your original Complaint was directed (as above) or your
Complaint may be assigned to another appropriate member of our team.
5.2.3 If your Complaint relates to a specific employee, that person will be informed of your complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee in question should take place only via the Complaint Handler and we respectfully ask that you do not contact the employee in question directly concerning the complaint while we are working to resolve it.
5.2.4 If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however, please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint.
5.2.5 We aim to resolve Level One Complaints within 6 weeks however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
5.2.6 At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.
5.3 Level Two:
5.3.1 If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within 4 weeks and have the complaint escalated to Level Two. Appeals are handled by senior management level members of our team.
5.3.2 Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request to an appropriate Appeal Handler. Receipt of Appeals will be acknowledged in writing within 10 working days. When we acknowledge receipt of your Appeal, we will also provide details of your Appeal Handler. If your Complaint relates to a specific employee, that person will be informed of your Appeal and given a further opportunity to respond. Any communication between you and the employee in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the employee in question directly concerning the complaint while we are working to resolve it.
5.3.3 If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence to us quickly to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however, please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.
5.3.4 We aim to resolve Level Two Complaints within 6 weeks however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
5.3.5 At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final, subject to your right to seek External Resolution of your Complaint.
5.3.6 External Resolution: If you are not satisfied with the resolution of your Complaint at Level Two you may seek External Resolution of your Complaint from Ombudsman Services Energy Broker ADR (alternative dispute resolution). For details of complaint and conflict resolution mechanisms:
Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org
6. Confidentiality and Data Protection
6.1 All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees of Gaeltel Ltd who need to know to handle your complaint.
6.2 We may ask for your permission to use details of your complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time
by contacting the Complaints Officer, whose details are provided above in Section 4.1.
6.3 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used, and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003) and your rights thereunder, as set out in our Privacy Notice available from our website at www.gaeltel.co.uk
7. Questions and Further Information
If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Chief Operating Officer at by post at 2 Spey Court, Fochabers, IV32 7QT by telephone on 0800 5999 070 or by email at complaints@gaeltel.co.uk.
8. Policy Responsibility and Review
8.1 Overall responsibility for this Complaints Policy within Gaeltel Ltd and the implementation thereof lies with the Chief Operating Officer.
8.2 This Complaints Policy is regularly reviewed and updated as required.
8.3 This Complaints Policy was adopted on 1st August 2022