Customer Complaints Code

At Daisy we are committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers, to understand their concerns and respond appropriately. We accept that things can go wrong on occasion but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

How to raise a complaint

In the first instance you should contact the Customer Services team that manages your account.

The representative you speak to will be happy to take the details of your issues and handle your enquiry with the intent of providing a resolution to the matter as quickly as possible. To help us get to a solution quicker, please ensure that you have the following information ready when you call:

  • Your Daisy Account Number
  • A contact telephone number, so we can call you during working hours
  • As much detail as you can provide about the issue to help us understand more about the issue
  • What you feel we can do to fairly resolve the matter

In the majority of cases we have found we can resolve your complaint first time and to your satisfaction.

Talk to Us

Dedicated UK based customer service team

T: 0333 320 2000

E: customersupport@daisygroup.com

Dedicated UK based fault/incident management team 24/7

T: 0333 320 0999

E: fl.incident@daisygroup.com

 

We value your feedback

We would love to know what you think of our service. If you have any feedback please contact:

Stefni Oliver – Customer Service Director, SMB Services

Dave McGinn – Managing Director, SMB Services

Or call us on:

0800 035 3555

(For service feedback only. Please refer to your dedicated customer service number found above for general service queries or faults)

Dedicated UK based customer service team

T: 0333 320 2090

E: Indirectcustomers@daisygroup.com

Dedicated UK based customer service team

T: 0330 100 1233

Dedicated UK based customer service team

T: 08457 110 110

E: Servicedesk.UK@daisygroup.com

Dedicated UK based fault/incident management team 24/7

T: 08457 110 110

E: Servicedesk.UK@daisygroup.com

Dedicated UK based customer service team

T: 0344 8631044

E: servicedesk.DPS@daisygroup.com

Dedicated UK based fault/incident management team 24/7

T: 0344 8631044

E: servicedesk.DPS@daisygroup.com

If you remain unhappy with the resolution being offered by the Daisy representative, then you can request that the matter is escalated. A member of the Management Team will review the situation and make contact with you within 24 hours to discuss if anything further can be done to resolve your complaint.

 

Executive Resolutions Team

On those occasions where a manager is unable to resolve things to your satisfaction, the matter will be escalated further to our Executive Resolutions Team who will undertake a full review of the circumstances resulting in your complaint.

We aim to resolve all complaints received by the Executive Resolutions Team within 10 working days. Should we be unable to provide a suitable resolution for you at this stage – or if 8 weeks has passed since your initial complaint – then, we will provide you with a letter or email of ‘deadlock’ outlining our final position.  Subject to eligibility, we will provide you the details of our Ombudsman Service.

The Executive Resolutions Team can be contacted directly if you feel that matter is of a sufficiently serious or sensitive in nature by emailing executiveresolutions@daisygroup.com

 

Ombudsman Services: Communications

Ombudsman Services: Communications provides an independent service to domestic or small business customers who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within 12 months of receipt of a deadlock letter or email.

Ombudsman Services: Communications

PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600

Email: osenquiries@os-communications.org

Website: www.ombudsman-services.org/communications.html

 

Ofcom

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.