MyPChelpdesk

THE HOME OF IT SUPPORT AND SALES

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We can be contacted either by Email at support@andover.co.uk This e-mail address is being protected from spambots. You need JavaScript enabled to view it by Telephone on 01264 406406 or by writing to TVT, 11 Union Street, Andover. Hampshire SP10 1PA. All contacts will be acknowledged within 5 working days. 

 

For any abuse queries please email abuse@andover.co.uk This e-mail address is being protected from spambots. You need JavaScript enabled to view it  

 

Complaints Procedure 

 

We are committed to ensuring our customers receive a high standard of service. We also appreciate that, with a large customer base, sometimes issues arise that need to be addressed. Your comments are important to us. We rely on feedback from our customers to identify the root causes of complaints. This allows us to put things right for you and ensure improvements are made. We aim to do this quickly and efficiently.

 

Stage 1: Contacting us

 

If you have a complaint about any aspect of our service, then we would like to hear from you. Many outstanding issues can be resolved informally by discussing the issue with a member of staff. The support agent who deals with your query will aim to resolve any outstanding issues and reach an amicable resolution. You can also email us at support@andover.co.uk This e-mail address is being protected from spambots. You need JavaScript enabled to view it

This e-mail address is being protected from spambots. You need JavaScript enabled to view it       

Stage 2: Escalating your issue

 

If the agent helping you is not able to assist please ask to speak to a manager. If a manager is available they will be happy to talk to you to discuss your case. Managers are available on main working days during business core hours. Managers do however attend meetings and may not be available at that time. If a manager is not available, please provide your contact details to a member of staff and our management team will be in touch. Our aim is to respond to all escalated complaints within 1 hour.

 

Raising an Appeal

 

If after discussing any concerns you are dissatisfied with the response provided, or the way your issue has been dealt with, you can lodge an appeal by writing to the below address, detailing your account details and the outstanding complaint.

 

Test Valley Telecom

11 Union Street

Andover

Hampshire

SP10 1PA

 

Your complaint will be acknowledged in writing or via telephone within three working days of receiving the complaint. An investigation will be carried out into the issues raised and a full response will be provided within ten working days.

 

Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.