At VAM Communications, we strive to provide the highest level of service to all our clients. However, we understand that there may be times when you are not satisfied with the service you have received. To ensure that your concerns are addressed promptly and effectively, we have established the following complaints procedure.

How to Make a Complaint

Step 1: Get in Touch

If you have a complaint, the first step is to contact us directly so we can resolve the issue as quickly as possible.

You can reach us by:

Phone: Call us on 0141 611 065.

Our lines are open Monday to Friday, 9:00 AM to 5:00 PM.

Email: Send an email to sales@vamcommunications.co.uk. Please include your name, contact details, and a detailed description of your complaint.

Step 2: Acknowledgement of Your Complaint

Once we receive your complaint, we will acknowledge it within 5 working days. This acknowledgement will include:

- Confirmation that we have received your complaint.
- The name of the person who will be handling your complaint.
- An estimated timeframe for our response.

Step 3: Investigation

We will investigate your complaint thoroughly and impartially. This process may involve:

- Reviewing any relevant documentation or communication.
- Speaking with staff or other individuals involved.
- Considering any additional information you provide.

Step 4: Resolution

We aim to resolve all complaints within 15 working days of receiving them. However, if the issue is complex and requires more time, we will keep you informed of our progress and provide a revised timeline.

Once the investigation is complete, we will contact you with our findings and any actions we will take to resolve the issue. This could include:

- An explanation of what happened.
- An apology, if appropriate.
- Details of any corrective measures or compensation, where applicable.

Step 5: Escalation

If you are not satisfied with our response, you can escalate the complaint by contacting our management team at sales@vamcommunications.co.uk. Please outline why you are not satisfied and any further action you would like us to take.

Step 6: Final Response

We will issue a final response within 5 working days of receiving your escalation. This response will include:

- A summary of your complaint.
- A review of the steps we have taken to resolve it.
- Our final decision and any further actions we will take.

Keeping You Informed

Throughout the complaints process, we will keep you informed.

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Energy Ombudsman

Energy Ombudsman can be used if a complaint has not been resolved after 8 weeks or if deadlock has been reached

• Energy Ombudsman is impartial and free to use
• Energy Ombudsman can be contacted in the following way:

• Name: Energy Ombudsman
• Website: www.energyombudsman.org
• Email: enquiry@energyombudsman.org
• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
• Post:

Energy Ombudsman
P.O. Box 966
Warrington, WA4 9DF