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Customer Complaints Code

We are committed to addressing customer complaints as fairly and as quickly as possible. If you are dissatisfied with any aspect of our service, please contact us and we shall do our best to resolve the problem as quickly as possible. We operate a complaints procedure to help ensure that any complaints are dealt with to your satisfaction. If you are not able to make a complaint yourself, you can ask someone to make the complaint on your behalf.

This Code explains:

To help any of our customers with special needs this Code and any of our literature is available in large print, Braille or audio format. If you need help with any of your special needs, please contact our customer services by telephone on 0207 993 9000 or https://www.vonage.co.uk. You can also write to us at Vonage Limited, 3rd Floor, The Bonhill Building, 15 Bonhill Street, London, EC2A 4DN.

How you can make a complaint:

You can contact us by email at ukcomplaintescalation@vonage.co.uk

You can also write to us at Vonage Limited, 3rd Floor, The Bonhill Building, 15 Bonhill Street, London, EC2A 4DN.

You can phone us on 0207 993 9000 between 8am and midnight 7 days a week. In the unlikely event that you are not fully satisfied with the way your complaint was handled during the call then you should put your complaint in writing to us either by email or post at the email and postal addresses set out above.

How we will handle a complaint

We are committed to handling any complaints as fairly and as quickly as possible. As soon as we become aware of your complaint we give it a complaint reference number. If you are unhappy with the way in which your complaint has been handled you can ask for it to be escalated.

If you make a complaint by phone and your complaint cannot be resolved to your satisfaction immediately you will need to put your complaint in writing and send it to us either by email to ukcomplaintescalation@vonage.co.uk or by letter to Vonage Limited, 3rd Floor, The Bonhill Building, 15 Bonhill Street, London, EC2A 4DN.

We will respond to an email within 5 working days.

We will respond to a letter within 7 working days.

How to claim for compensation for a delay in transferring your number

Transferring your number away from Vonage

Where you wish to transfer your number away from Vonage and we receive a transfer request from your new communications provider we shall take all reasonable steps to process the transfer of your number as quickly as possible. If you believe compensation should be paid because a number transfer is delayed you should contact your new provider and resolve the issue with them.

Transferring your number to Vonage

Not all numbers can be transferred to Vonage.

Where a number can be transferred to Vonage it typically takes 20 business days to complete. The process starts with the customer completing a letter of authority (LOA) which authorises Vonage to request a number transfer from your existing provider to Vonage. The information on the LOA must be accurate and complete and match the information held by your existing service provider. If the information is not accurate or incomplete or does not match the information held by your existing service provider it is likely the transfer request will be rejected by your existing service provider. This will cause a delay and lengthen the time taken to transfer your phone number. Delays of this nature do not qualify for compensation from Vonage.

For Vonage to start a number transfer we require the customer to have plugged in their phones, to keep them connected to the Vonage network and to have made and received calls. Where the customer does not perform these actions the number transfer will be delayed and will not qualify for compensation from Vonage.

Once the transfer is agreed by your existing service provider, the existing provider will provide a transfer date which Vonage will notify to you. Vonage or your existing provider may change the transfer date for operational reasons up to the day before the notified transfer date. A change of transfer date in this circumstance does not qualify for compensation from Vonage.

If the notified transfer date has not been amended by the day before transfer is due then the transfer date is confirmed.

If the number transfer has not completed 1 business day after the confirmed transfer date then you are entitled to claim compensation from the 2nd business day after the confirmed transfer date up until the number transfer completion date. Any compensation awarded shall be in full and final settlement of any claim you may have against Vonage (now or in the future) in respect of the delay.

Compensation is calculated by multiplying your monthly subscription payment by 12, dividing by 365 and multiplying by the number of days late.

You can make a claim for compensation by contacting us by email at ukcomplaintescalation@vonage.co.uk or you can write to us with your claim at Vonage Limited, 3rd Floor, The Bonhill Building, 15 Bonhill Street, London, EC2A 4DN.

What you can do if you are not satisfied with the way your complaint has been handled

If your complaint has not been resolved by us to your satisfaction within a period of eight weeks, or if during the process of investigating your complaint you receive a deadlock letter from us notifying you that we can do nothing further to resolve your complaint, you have the option of referring your complaint to the Ombudsman Service for independent consideration. The Ombudsman Service will make an independent decision based entirely on the merits of your complaint. Contact details for the Ombudsman Service are as follows:

The Ombudsman Service
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Email/Contact Form: http://www.ombudsman-services.org/contact-us-communications.html
Web site: http://www.ombudsman-services.org/communications
Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600

Vonage is a member of the Ombudsman Service which is approved by the communications regulator, Ofcom, for the handling of consumer disputes. The Ombudsman Service is a free independent approved dispute resolution service and is set up to resolve customer disputes.

Version: 3.6.16

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