1. Introduction
Nebula Cloud Limited (“Nebula”, “we”, “us”) is committed to providing an excellent standard of service through CallSwitch One, our platform for the reseller and partner channel. This policy explains how we handle complaints, what you can expect from us, and how to take a complaint further if you remain unhappy with the outcome.
This policy is written to conform to the Ofcom Approved Complaints Code of Practice for Customer Service and Complaints Handling, the annex to General Condition C4 of Ofcom’s General Conditions of Entitlement, and General Condition C5 on the needs of vulnerable customers and customers with disabilities.
Who this policy covers
CallSwitch One is supplied through Nebula’s reseller and partner network. If you are a CallSwitch One partner with a direct contract with Nebula, you can raise a complaint with us, using the methods below, at any time.
If you are an end user of a CallSwitch One partner, your contract sits with that partner and you should raise your complaint with them in the first instance, using the irown complaints process. If your partner is unable to resolve a complaint that concerns Nebula’s underlying platform or service, they can escalate it to us.
If you are unsure of where to initiate your complaint, please feel free to reach out to us and we can advise you.
2. How to complain
We would ask that you make us aware of any issue at the earliest opportunity, so we canresolve it as quickly as possible. You can contact us by:
● Phone: 0330122 7000
● Email: complaints@nebulacloud.com,or your account manager directly
● Post: NebulaCloud Limited, Unit 4 Riverside Business Park, Walnut Tree Drive, Guildford GU14UG
Every complaint is given a unique reference number, which we will share with you when we acknowledge it. Please quote this reference in any further contact about the same complaint.
Accessibility
We will make sure our complaints process is accessible to customers with disabilities, and to customers who we know or reasonably believe may be in vulnerable circumstances (for example due to age, physical or mental illness, low literacy, communication difficulties, or bereavement), and to anyone contacting us on their behalf.On request, we will provide information about your complaint in an alternative format, such as large print, Braille, or another format that meets your reasonable needs, free of charge.
3. Our commitments
● We will provide an efficient, fair and transparent process for handling your complaint.
● We will make reasonable adjustments so all customers,including those with disabilities or in vulnerable circumstances, can access our complaints process.
● We will keep you informed of progress and, where we can, give you an expected time frame for resolution.
● We will investigate every complaint thoroughly before responding.
● We will tell you the outcome of our investigation and explain the reasons for it, and will provide that outcome in writing if you askus to.
4. How we handle your complaint
1-We record and clarify
Your complaint is logged and given a reference number. We will make sure we fully understand the issue, contacting you if we need to clarify anything. Most complaints are resolved at this stage, either by fixing the problem, explaining how a process or system works, or providing evidence that addresses the complaint.
2-We investigate
If we cannot resolve your complaint straight away, we will tell you it needs further investigation. An experienced member of staff will gather the relevant information and keep you updated as the investigation progresses. We aim to resolve complaints within 30 days; if we cannot, we will tell you why, and give you a revised time frame.
3-You can ask us to escalate
If you remain unhappy with the handling of your complaint or the response you have received, you can ask us to escalate it to a Senior Manager, who will review the complaint history and carry out any further investigation they consider necessary.
4-Senior Manager decision
The Senior Manager will write to you confirming the outcome and the reasons for it, normally within 10 business days of the escalation. At this point we consider the complaint resolved, unless you tell us otherwise. When we tell you the outcome of our investigation, we will also confirm that if we do not hear from you within 28 days, we may reasonably treat the complaint as resolved to your satisfaction, and we will remind you where to find this policy and the contact details for our Alternative Dispute Resolution scheme.
5. If you remain unhappy: Alternative Dispute Resolution
If your complaint remains unresolved after 6 weeks from the date we first received it,or if we have told you the outcome of our investigation and confirmed we do not intend to take further steps that would change that outcome, we will issue you with an ADR letter confirming your right to take the complaint to our Alternative Dispute Resolution scheme, free of charge and independently of Nebula.This applies if you are:
● a domestic customer receiving services at home; or
● a small business or not-for-profit customer with ten employees or fewer. Larger business customers are not covered by this statutory right. If you fall outside the categories above, please refer to the dispute resolution and governing law terms in your agreement with Nebula.
Our ADR scheme Nebula Cloud Limited is registered with the Communications Ombudsman. You can refer your complaint to them, free of charge, once you are eligible to do so, by visiting www.commsombudsman.org.
Other routes
● Ofcom: www.ofcom.org.ukor 0300 123 3333. Ofcom does not resolve individual complaints but uses them to inform its regulation of the industry.
● Data protection: ifyour complaint relates to how we have handled your personal data, you can also complain to us at privacy@nebulacloud.com, or to the Information Commissioner’s Office at ico.org.uk.
● Legal advice: you may wish to take independent legal advice as a further alternative. Before escalating a complaint to a third party, please check the terms and conditions that apply to your agreement with Nebula. If you do not have a current copy,contact your account manager or complaints@nebulacloud.com.
6. How we keep records
We keep a written record of every complaint, including how and when it was made, what it concerned, and the steps we took to resolve it, for at least 12 months after the complaint is closed. This helps us monitor our own performance and demonstrate compliance with Ofcom’s requirements.
7. Keeping this policy up to date
We review this policy at least once a year, and whenever there is a material change to ourcomplaints process or to the regulatory requirements that apply to it, to keep it accurate and easy to understand. This policy is available on our website; acopy is available free of charge, on request, in an alternative format if needed.
