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InTouch Systems’ Complaint Handling Procedure

Our aim is to provide a high quality service for all our customers but we recognise that things do go wrong occasionally.

Where you have a query or complaint we want you to highlight this to us at the earliest opportunity to allow us to assist you.

Should you feel that you have reason for complaint please contact us immediately via our contact form.

Or call us during office hours on 01603 425209 and ask to speak to the Customer Service Manager.

Or in writing to:-
Customer Service Manager
InTouch Systems
36 Hurricane Way
Norwich
NR6 6HU

Please view our Customer Charter for details of published response times.

All our policies can be viewed from the FAQ navigation menu, or via footer menu items on this website.

To view further details of our complaints procedure: click here.

REPORTING ABUSE AND COMPLAINTS

If you wish to raise a complaint about abuse you have received (for example phishing scams, spam emails etc), please contact us at customer-relations@intouchsystems.co.uk with as much detail as possible about the abuse. You will receive an acknowledgement of your complaint within one working day (public holidays and weekends excluded), we will investigate your complaint as soon as possible and will update you within 5 working days.

.UK DOMAINS
If you raise a complaint about a .UK domain and you do not feel that we have dealt with the complaint to your satisfaction please contact Nominet (the .UK registry) via their website: https://www.nominet.uk/resources/complaints/

Further information on Nominet polices on reporting abuse can be found at: http://www.nominetregistrar.co.uk/abuse

InTouch Systems is a member of Ombudsman Services.

IIf we’re not able to deal with your complaint, Ombudsman Services may be able to help. It independently resolves complaints. For more information, visit www.ombudsmanservices.org.

InTouch Systems is a member of the UK Wireless Internet Service Providers Association (UKWISPA), the official trade body recognised by UK Authorities

InTouch Systems with the ITSWisp service has UK WISPA quality assurance accreditation, which is only granted to UKWISPA Members that successfully apply for our Quality Mark and are approved by UKWISPA.

To find out more about UK WISPA, go to ukwispa.org

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