{"id":2911,"date":"2023-07-11T15:10:10","date_gmt":"2023-07-11T15:10:10","guid":{"rendered":"https:\/\/dev3.huskycrm.co.uk\/?page_id=2911"},"modified":"2023-08-10T08:31:44","modified_gmt":"2023-08-10T08:31:44","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/brdy.com\/ie\/complaints-procedure\/","title":{"rendered":"IE Complaints Procedure"},"content":{"rendered":"\t\t
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Ireland Complaints<\/span> Procedure<\/span><\/h2>\t\t\t<\/div>\n\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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\n\t\t\t\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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We do everything we can to <\/span>provide<\/span> the best possible service to our customers. But if you wish to complain, this page outlines what we will do to put things right as quickly as possible.<\/span><\/span>\u00a0<\/span><\/span><\/p>


<\/span>You can raise a complaint by phone, <\/span>e-mail<\/span> or letter.<\/span><\/span>\u00a0<\/span><\/p><\/div>

Step 1<\/span>\u00a0<\/span><\/p><\/div>

Contact the Customer Service team with your complaint. You can do this by phone, <\/span>email<\/span> or letter.<\/span><\/span>\u00a0<\/span><\/p><\/div>

Our front-line team member will ask you for all relevant information <\/span>regarding<\/span> your complaint and how we can resolve this for you.<\/span><\/span>\u00a0<\/span><\/p><\/div>

They aim to resolve your complaint directly with you, preferably during the <\/span>initial<\/span> phone call or, if via email, within 5 days. If they are unable to resolve your complaint to your satisfaction, they will escalate the complaint internally to the Customer Relations team for further action.<\/span><\/span>\u00a0<\/span><\/p><\/div>

Step 2<\/span>\u00a0<\/span><\/p><\/div>

If the Customer Relations team is not available <\/span>immediately<\/span>, they will try and contact you within 5 working days to reach a resolution with you. If they have been unable to speak with you directly, they will contact you in writing outlining their findings and what we can do to resolve your complaint.<\/span><\/span>\u00a0<\/span><\/p><\/div>

Step 3<\/span>\u00a0<\/span><\/p><\/div>

In the rare cases where we have not been able to agree upon a resolution after this escalation, you have the <\/span>option<\/span> to escalate your complaint to the Customer Relations Senior for review. Within 10 working days they will send you their final written response, along with any new recommendations of actions.<\/span><\/span>\u00a0<\/span><\/p>

\u00a0<\/span><\/p>

Communications Regulator<\/span>\u00a0<\/span><\/p><\/div>

The consumer care team may be able to review the issue, and<\/span>\u00a0<\/span><\/p><\/div><\/div>

\u00a0<\/span><\/p><\/div>

  • Provide you with a realistic idea of the <\/span>likely outcome<\/span>.<\/span><\/span>\u00a0<\/span><\/p><\/li><\/ul><\/div>

    \u00a0<\/span><\/p><\/div>

    If <\/span>ComReg<\/span> refer your complaint to <\/span>Brdy<\/span>, it<\/span> is up to <\/span>us<\/span> to contact you directly to resolve the matter. However, <\/span>the<\/span> Consumer Care Team will keep track of your complaint and follow up with <\/span>us to ensure<\/span> if <\/span>we have<\/span> contact<\/span>ed <\/span>you.\u00a0<\/span><\/span>\u00a0<\/span><\/p><\/div>

    When <\/span>we<\/span> confirm to <\/span>the <\/span>Consumer Care Team that your complaint has been resolved, <\/span>we<\/span> will also send details of <\/span>ou<\/span>r final response to you. <\/span>The Consumer care team<\/span> will then examine this response to make sure that all your issues have been addressed.<\/span><\/span>\u00a0<\/span><\/p>

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    Dispute Resolution<\/span>\u00a0<\/span><\/p>

    In addition to <\/span>ComReg<\/span> Connects complaint handling service, <\/span>ComReg<\/span> Connects has introduced Formal Dispute Resolution Procedures for broadband, home and mobile phone complaints that are open with <\/span>their<\/span> Consumer Care Team and unresolved with service providers for more than 40 working days.\u00a0<\/span><\/span>\u00a0<\/span><\/p><\/div>

    In this case, you must apply to <\/span>ComReg<\/span> Connects to <\/span>adjudicate<\/span> on your complaint and your application will need to be accompanied by a fee. The complaint must relate to an issue that <\/span>ComReg<\/span> Connects has the power to resolve (see <\/span>ComReg<\/span> document 18\/104 for full details<\/span> on their website<\/span>). Visit www.comreg.ie\/contact and select Formal Dispute Resolution Procedures for further details.<\/span><\/span>\u00a0<\/span><\/p>

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    How to contact our <\/span>ComReg<\/span><\/span>\u00a0<\/span><\/p><\/div>

    Phone: (01) 804 9668\u00a0<\/span>\u00a0<\/span><\/p><\/div>

    Monday to Friday: 8am to 8pm\u00a0<\/span>\u00a0<\/span><\/p><\/div>

    Saturday: 9am to 1pm\u00a0<\/span>\u00a0<\/span><\/p><\/div>

    Email: consumerline@comreg.ie or businessconsumers@comreg.ie<\/span>\u00a0<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

    Ireland Complaints Procedure We do everything we can to provide the best possible service to our customers. But if you wish to complain, this page outlines what we will do to put things right as quickly as possible.\u00a0 You can raise a complaint by phone, e-mail or letter.\u00a0 Step 1\u00a0 Contact the Customer Service team […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-2911","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/brdy.com\/ie\/wp-json\/wp\/v2\/pages\/2911","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/brdy.com\/ie\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/brdy.com\/ie\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/brdy.com\/ie\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/brdy.com\/ie\/wp-json\/wp\/v2\/comments?post=2911"}],"version-history":[{"count":8,"href":"https:\/\/brdy.com\/ie\/wp-json\/wp\/v2\/pages\/2911\/revisions"}],"predecessor-version":[{"id":3271,"href":"https:\/\/brdy.com\/ie\/wp-json\/wp\/v2\/pages\/2911\/revisions\/3271"}],"wp:attachment":[{"href":"https:\/\/brdy.com\/ie\/wp-json\/wp\/v2\/media?parent=2911"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}