Communications Complaints Procedure

Bulldog Telecom and Bulldog ICT are trading names of Bulldog Communications Ltd hereinafter known as Bulldog.

Bulldog has a Sales and Marketing Code of Practice which is available to download at the bottom of this page.

Bulldog also complies with the Ofcom General Conditions. Sales activity is covered by General Condition 22 which can be found here and General Condition 23 which can be found at the bottom of the page.

We understand that things can sometimes go wrong and in recognition of that, we have produced the 5 step complaint process:

Stage 1

Any customer complaints relating to our service should be made in the first instance to our customer service department, who will make all reasonable endeavours to resolve any complaints raised. Complaints can be raised by telephoning 011213458288, faxing 0203 3017300, emailing support@midlandstel.co or by writing to:

Customer Services, Bulldog, Stirchley House, Reddicap Trading Estate, Sutton Coldfield, B75 7BU.

Stage 2

If you remain dissatisfied with the resolution offered by customer services, you can request that the complaint is escalated by telephoning 01213458288 and asking for the escalation team, faxing 0203 3017300, emailing escalations@bulldogtele.com or by writing to:

Escalation Team, Bulldog, Stirchley House, Sutton Coldfield, B75 7BU

Stage 3

Any unresolved complaint will be transferred to the compliance department, who will conduct a detailed investigation of the complaint and provide a formal written response to the customer within 28 days of the complaint being transferred to the compliance department. This process may include speaking to the customer to document the course of events that led to the complaint and request any documentary evidence from the customer or third parties, to assist the compliance department with their investigation. The compliance department can be contacted by telephoning 0121 345 8333, faxing 0203 3017300, emailing compliance@bulldogtele.com or by writing to The Compliance Department, Bulldog, Stirchley House, Reddicap Trading Estate, Sutton Coldfield, B75 7BU

Stage 4

If you are not satisfied by the outcome of the complaint investigation, you should write to the Compliance Manager, who will endeavour to provide a resolution or a deadlock letter to you within 28 days. Compliance Manager, Midlands Telco, Stirchley House, Reddicap Trading Estate, Sutton Coldfield, B75 7BU

Stage 5

If you consider we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a deadlock letter from us, you may make a complaint to Ombudsman Services: Communications, of which Shellcom is a member company. The Ombudsman Services: Communications is an independent alternative dispute resolution scheme, whose contact details are as follows:

Address:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Telephone:0330 440 1614

Facsimile:0330 440 1615

Textphone:0330 440 1600

Email:enquiries@os-communications.org

Website: www.os-communications.org

General Condition 22

This code will assist you in various rules for transferring your serivce, or in the way you have concluded your contract

General Condition 23