Complaints Code
How to make a complaint to Your Communications and what happens next.
This Complaints Code explains how to complain to Your Communications, a trading name of Telqaris Limited (company number 17131169), trading as Your Communications, registered office 4th Floor, Silverstream House, 45 Fitzroy Street, London, United Kingdom, W1T 6EB, and what happens next. We aim to resolve complaints quickly and fairly.
How to complain
- Online: use our contact form and choose “Complaint”.
- Email: hello@yourcommunications.net
- Technical issues: support@yourcommunications.net
- Post: Complaints, Telqaris Limited, 4th Floor, Silverstream House, 45 Fitzroy Street, London, W1T 6EB
Please tell us your name, account number (if you have one), contact details, what went wrong and what you would like us to do. If you need help making a complaint, or would like this code in another format, let us know.
What happens next
- We will acknowledge your complaint promptly, normally within [2 working days].
- We will investigate and keep you updated, and aim to resolve most complaints within [10 working days].
- If we can’t resolve things quickly, a senior team member will review your complaint and send you our response.
Alternative Dispute Resolution (ADR)
If your complaint is not resolved within eight weeks, or we send you a letter saying we have reached a final decision (a “deadlock letter”), you can take it to an independent Ofcom-approved ADR scheme free of charge. Details of the ADR scheme we are a member of will be published here before we begin selling services: [ADR scheme name and contact details to be added].
Free copies
You can ask for a free copy of this Complaints Code at any time using the contact details above.
Vulnerable customers
If you have additional needs, including if you rely on your phone line for a telecare device, please tell us so we can support you appropriately.