NovaNet Wireless Ltd. Complaints Procedure


1. Introduction
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‍At NovaNet Wireless, we are dedicated to delivering reliable wireless internet services and ensuring a positive customer experience. We understand that concerns may arise, and we are committed to addressing and resolving any complaints promptly and in accordance with Ofcom Regulations.
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‍2. Scope
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‍This complaints procedure covers all aspects of our wireless internet services and complies with the regulations set forth by Ofcom.
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‍3. Lodging a Complaint
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‍Customers may lodge a complaint in writing
Address your written complaint to:
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NovaNet Wireless Limited.
82A James Carter Road,
Mildenhall,
Suffolk, IP28 7DE


‍4. Information Required
‍When lodging a complaint, please provide the following information:
Your full name, account details, and contact information. A detailed description of the complaint, including dates and specific issues. Any supporting documentation, such as screenshots or photographs.

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‍5. Acknowledgment
‍Upon receiving a complaint, we will promptly acknowledge it within 7 working days. The acknowledgment will include a unique reference number for tracking purposes.


‍6. Investigation and Resolution
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‍Our dedicated complaints team will thoroughly investigate the matter and aim to provide a resolution within 7 working days. If further investigation is required, we will keep you informed of the progress.


‍7. Escalation
‍If you are dissatisfied with the initial resolution, you may request an escalation. Your complaint will be reviewed by a senior member of our team, and we will aim to provide a final resolution within 14 working days.


‍8. Independent Review
‍If you remain dissatisfied after the escalation process, you have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme.


‍9. Closing Communication
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‍We will send you a final resolution letter summarising the investigation, outcome, and any remedial action taken. If applicable, we will also inform you of your right to contact Ofcom.
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‍10. Continuous Improvement
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‍We value customer feedback and use the insights gained from complaints to continually enhance the quality of our wireless internet services.

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‍Contact Information:
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‍NovaNet Wireless Limited.

01274 010607
contact@nnwireless.co.uk
82A James Carter Road,
Mildenhall,
Suffolk, IP28 7DE

last updated: 24/01/24
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