Code of Practice

Vivid Telecom

Vivid Telecom supplies telecommunications services to residential and business customers within the UK. Some elements of our services are provided through trusted third-party network operators and suppliers; however, Vivid Telecom remains responsible for the overall delivery, management, and support of all services provided to you.

We aim to deliver reliable services and a high standard of customer care. If you believe we have fallen short, we encourage you to raise a complaint so that we can investigate and resolve the matter promptly.

How to Submit a Complaint

All complaints must be submitted in writing by email to ensure accuracy, traceability, and a clear audit trail.

Email:
escalations@vividtelecom.com

Please include your account details, a description of the issue, and any relevant supporting information to help us investigate your complaint efficiently.

How We Handle Complaints

Once your complaint has been received, we will acknowledge receipt of your email. Your complaint will be reviewed by an appropriate member of our team. Where required, we may contact you by email to request further information or clarification.

We will keep you informed of progress and provide updates where necessary. All complaints are handled fairly, consistently, and in line with data protection requirements.

Resolution & Escalation

We aim to resolve complaints within 10 working days of receipt. Some matters may require additional time due to complexity or third-party involvement; if so, we will explain the reason for the delay and provide ongoing updates.

If you are dissatisfied with how your complaint is being handled, you may request an internal escalation. Your complaint will then be reviewed by a senior manager and, where appropriate, escalated to the Managing Director.

If we are unable to reach a satisfactory resolution, we will issue a finalwritten response outlining our position.

Alternative Dispute Resolution (ADR)

If your complaint remains unresolved after eight weeks, or if a deadlockletter is issued earlier, you may refer the matter to our approved Alternative Dispute Resolution provider:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Telephone: 0330 440 1614
Email: enquiries@os-communications.org