MIMO Connect are fully committed to providing our customers with outstanding levels of customer service, however we understand that from time to time there may be a network, billing or hardware issue that you may be unhappy with.
To show our commitment to our customers and to ensure any issues experienced are addressed appropriately, we have developed a Complaints Procedure which clearly sets out what you need to do if you have a complaint.
The Complaints Procedure is summarised as follows:
In the unfortunate event you feel appropriate to make a complaint about our services or products, here are the methods by which we hope to be able to resolve your complaint as quickly as possible:
Phone: Contact your dedicated Account Manager – Monday to Friday between 09:00 and 17:00 hours (If a complaint is made by phone a summary email from the customer is required to record the complaint and create an audit trail to resolution).
Post: MIMO Connect Ltd, Fleming Court, Leigh Road, Eastleigh, SO50 9YN, United Kingdom.
Please ensure that whichever method you choose to contact us, that you have the following information in order for us to deal with your complaint as efficiently as possible:
• Vessel owning company name and Vessel name.
• Name, contact phone number and email / postal address.
• Nature of the complaint, including any relevant correspondence and details.
Once we have logged your complaint, we aim to supply you with our initial response within 5 working days, and resolve all complaints within 15 working days from when you notify us, with more complex cases taking longer.
Taking further action:
In the unlikely event that we have not been able to resolve your complaint to your satisfaction within 40 working days from when you notified us, we will send you an Email confirming this.
This letter is referred to as a “deadlock letter” and confirms that there is nothing more we can do with respect to your complaint, and therefore a third-party government and Ofcom approved party will be required to facilitate.
If you have received a deadlock letter from us, you may wish to refer the complaint to one of the following two organisations:
• The Office of Communications (Ofcom).
• The Ombudsman Service (Communications).
Useful addresses and phone numbers:
Office of Communications (Ofcom)
2a Southwark Bridge Road
Phone: 0300 123 3333 or 020 7981 3040 Monday to Friday from 0900 to 1700
The Ombudsman Service
Ombudsman Services: Communications
PO Box 730
Phone: 0330 440 1614 Monday to Friday from 0900 to 1700
Fax: 0330 440 1615
Textphone: 0330 440 1600
E-mail (contact form) http://www.ombudsman-services.org/contact-us-communications.htm