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Fastcom Code of Practice

 

Our Commitment to Service

 

At Fastcom, we are dedicated to providing exceptional customer service. We strive to ensure that all interactions with our customers meet the highest standards of professionalism and care. If you encounter any issues or have a complaint regarding our products or services, we are committed to addressing your concerns swiftly and effectively.

 

How to Make a Complaint

 

If you have a complaint, please contact our Customer Care Team, your first point of contact. Our team is well-trained and ready to resolve any issues you may face. You can reach us through the following channels:

 

  • Telephone: Contact our Customer Care Team at 0818 70 71 71. Our lines are open from 9 AM to 5.30 PM, Monday to Thursday, and 9am-4.30pm on Fridays, excluding public holidays.

  • Postal Address: Write to us at Fastcom, Third Floor, Carrol House, 15-16 Stephen Street, Co. Sligo, F91 ADK4.

 

Complaint Handling Process at Fastcom

 

Upon receiving a complaint, we will:

 

  • Record the details of your complaint.

  • Acknowledge receipt of your complaint within 24 hours via telephone or email, providing a unique complaint reference number.

  • Notify you of our proposed resolution after thoroughly evaluating the issue.

  • Escalate the complaint internally if our proposed resolution does not satisfactorily address your concerns.

 

Categories of Complaints and Response Times

 

Fastcom categorises complaints as follows, aiming to respond promptly during our office hours.

 

  • Billing disputes: Response within 2 working days.

  • Service issues: Response within 2 working days.

  • Miscellaneous concerns: Response within 2 working days.

 

If we are unable to resolve your complaint within these timeframes, we will inform you of the expected resolution timeline.

 

Escalation Procedure

 

If you are not satisfied with how our Customer Care Team has handled your complaint, you may request the matter to be escalated to a supervisor or manager. They will review your concerns and work to provide a satisfactory resolution. If a supervisor is not immediately available, they will return your call within 24 hours.

 

Recording and Tracking Your Complaint

 

We maintain detailed records of all complaints, including the complainant's name, account details, and a timeline of all communications. These records are essential for efficiently managing your complaint and are retained in accordance with our data retention policy.

 

Refund Policy

 

Refunds are considered on a case-by-case basis and are typically processed within 10 working days of a final agreement. Refunds are issued using the original payment method or as credit on your Fastcom account.

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