Complaints Policy 

Last updated: 09/25

At HQ Telecommunications Ltd, we are committed to providing excellent customer service. If something goes wrong, we want to know about it so we can put it right and improve our services.

1. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us using one of the following methods:

• By phone: 0161 243 0465
  
  

• By email: info@hoqtel.co.uk
  
  

• By post: HQ Telecommunications Ltd, 123–127 Union Street, Oldham, OL1 1TE
  
  

When making a complaint, please provide your name, contact details, and a clear description of your issue.

2. How We Will Handle Your Complaint

• We will acknowledge your complaint within 2 working days.
  
  

• We aim to resolve most issues within 10 working days.
  
  

• If your complaint is complex, we will keep you informed of progress and provide a final response within 8 weeks.
  
  

3. Escalating Your Complaint

If you are not satisfied with our final response, or if your complaint has not been resolved within 8 weeks, you can escalate it to the independent Alternative Dispute Resolution (ADR) scheme:

Ombudsman Services: Communications

• Website: www.ombudsman-services.org
  
  

• Phone: 0330 440 1614
  
  

This service is free of charge.

4. Monitoring & Review

We record and review complaints regularly to improve our products and services. This policy is reviewed annually by our management team.