Complaint Handling & Disputes

Communication STEM Ltd delivers communications services to business customers in the United Kingdom.  While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you.  We will therefore liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Communication STEM Ltd makes every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact our Customer Services Team by email: customer.service@c-stem.co.uk

We will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times.

We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this may not always be possible. However, if you are not happy with progress in resolving your complaint you can ask the person with whom you are liaising to escalate the matter to their manager, and ultimately to the Head of Operations.

If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from:

CISAS: Centre for Effective Dispute Resolution, 100 St. Paul’s Churchyard, London, EC4M 8BU | Email: cisas@cedr.com | Tel: +44 (0)20 7520 3814 | Website: www.cedr.com/consumer/cisas

CISAS is an Ofcom certified independent adjudication service which has been set up to resolve disputes between customers and providers of communication services such as broadband and mobile phone services. CISAS is designed to adjudicate disputes that have not been resolved through the communication provider’s own complaints procedure

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.