When things need sorting out

Help us to help you

We recognise that sometimes things can go wrong and when they do, we want you to tell us, so that we can fix them as soon as possible.

What to do when something goes wrong

First, contact the individual with whom you’ve been dealing with. If the problem cannot be resolved immediately or you’re not satisfied with their response, then you should escalate your concerns by contacting our Customer Service team.

Do you have to put your complaint in writing?

No, if you prefer you can phone us on 020 7531 8730. If you do write to us or email, please make sure you provide all the relevant details:

• Your company name, the company you are representing (if you are not a direct customer) address, email and daytime telephone number
• Copies of any correspondence or documents relating to your complaint
• The name of the person with whom you first made contact, along with timings. This will help us find and verify the relevant information
• Full details of what has gone wrong

What will happen next?

We will acknowledge your complaint within half a business day and start an investigation

How quickly will you receive a response?

That depends on what has gone wrong. We’ll endeavour to resolve it as quickly as possible and will ensure that we keep you regularly updated on the progress of our investigation.

You will usually receive a full response within 14 days of the complaint being made. If your complaint requires more in-depth investigation, this may take longer, but in this instance we will of course advise you.

How to contact us:

Call 020 7531 8730 or email uk.customerservice@telecity.com
One of our experienced Customer Service team will be more than happy to help you with your concerns.

Write to us

At the following address:
Customer Feedback, TelecityGroup UK Limited, 10th Floor, 6&7 Harbour Exchange Square, London, E14 9GE

Online form

Write to us using the secure online Enquiry form.

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