B4RN Broadband for the Rural North Instructions
- June 13, 2024
- B4RN
Table of Contents
Broadband for the Rural North
Complaints Procedure
Instructions
Broadband for the Rural North
We strive to ensure that all issues raised by customers, shareholders,
landowners, volunteers and third parties are dealt with promptly and
effectively as soon as possible.
If you feel that one of our teams has been unable to resolve your issue or
wish to ensure your concerns are raised at a senior level, you may wish to
follow our complaints procedure. In some instances, we can resolve an issue
but in others we can only explain ourselves and apologise. We are committed to
learning from our mistakes and will do our utmost to improve our service for
you and others involved in the B4RN project.
If in the first instance you are not happy with any advice given or any
resolution offered, please ask to speak to the relevant Team Leader or
Manager. They may have a greater insight into your issue and may be able to
assist you in a prompt fashion.
If the Team Leader or Manager is unable to resolve your issue satisfactorily,
then please ask for your issue to be raised as a formal complaint with our
Head of Customer Services. This can be done either directly with your already
established contact within B4RN, or by using the office contact details above.
On receipt of a formal complaint, our Head of Customer Services, or in their
absence the Helpdesk Manager, will log your complaint in the B4RN complaints
register, assess your case and inform the relevant Senior Managers so that an
initial assessment can be carried out. At this point we will contact you, and
our internal teams, to pull in all the relevant facts to ensure that we are
able to deal with your complaint as effectively as possible.
Your complaint will be investigated by the relevant member of our Senior
Management Team under the direction of our Chief Executive Officer. We will
respond to your complaint within 20 working days and will seek to resolve your
complaint through open dialogue.
If your complaint is upheld, you will:
- receive a full apology
- be given details of any action that is being taken to put things right
We would hope that we can resolve all complaints satisfactorily through open
dialogue. If, after eight weeks of raising your formal complaint, you are not
satisfied with the outcome of our investigation you can ask for your complaint
to be looked at by an Independent Ombudsman. Broadband for the Rural North is
registered with the Ombudsmen Services as B4RN.
Below are some useful links:
https://www.ombudsman-services.org/
https://www.ombudsman-services.org/how-it-works
https://www.ombudsman-services.org/providers/b4rn-ltd
Broadband for the Rural North Ltd
Community Benefit Society no. 31325R
VAT Registration no. 131 5436 42
CJ-CP-CP – Complaints Procedure
V1.0
Last Updated: 06/10/2022
01524 555887
[email protected]
www.b4rn.org.uk
Station Yard, Melling
Cornforth, Lancashire
LA6 2QY