Complaints Code

DialGreen is always interested in hearing what our customers have to say.
If you would like to share your ideas on how our services could be improved

At DialGreen we are committed to providing you with exceptional customer service. We accept, at times, things may not be to expectations of our customer. When this is the case we do want to know so we can correct any issues as quickly as we can and put preventative measures in place.
How to register a complaint
You can contact us by using the following methods:

By phone:
Please call our Customer Services Team on 0800 280 0030
The team will try to resolve your issue whilst you are on the call. If we are unable to resolve at first point, the appropriate escalation path will be followed to ensure the speediest resolution to your complaint. But If you prefer to write, please send your letter to the address below. Make sure you include the account number and telephone number of the service you are complaining about.

DialGreen
The Hemmel,Blagdon Lane,Cramlington, Northumberland, NE23 8AU.
We prefer to contact you by phone but will gladly confirm any particular points in writing, should you prefer.

By email:
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Via our website at www.dialgreen.co.uk

The next steps
Our aim is to resolve any problem you may have to your satisfaction.
If our Customer Service Agent is unable to achieve this on the initial call we will agree a plan of action with you.
If you are unhappy with the resolution proposed by the Customer Services Agent, your complaint will be reviewed by a manager. He or she will work with you to identify a satisfactory solution.

If the Manager is unable to provide a satisfactory resolution, they will discuss your complaint with a Director

We aim to resolve your complaint within 10 working days of receipt. We will keep you updated throughout the progress of the complaint, at regular & agreed intervals.

If the Complaints Management Team is unable to resolve the complaint to your satisfaction, we will issue a “Deadlock” letter, stating we are unable to reach a satisfactory resolution. At this point, or if eight weeks have passed since initially making your complaint with no plan of action, you may make a complaint to the Office of the Telecommunications Ombudsman (Otelo), an independent alternative dispute resolution scheme (ADR). We can provide you with details of this service. You can utilise this service at no cost to yourself or your business.

Otelo
Otelo provides an independent service to customers who are not satisfied with the resolution of their complaint made. You must make your complaint to Otelo within 6 months of receiving a “Deadlock” letter. If you have not received a “Deadlock” letter you must contact Otelo within 9 months of issuing a complaint to DialGreen.
Contact Details for Otelo:
Otelo
PO Box 730
Warrington
WA4 6WU
Phone: 0845 050 1614
Fax: 01925 430 059
Text phone: 0845 051
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Website: www.otelo.org.uk

Ofcom
Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.