CUSTOMER COMPLAINTS
CODE OF PRACTICE

Our Commitment to You

At CYB3R Ltd, we are committed to providing our customers with the best possible service. However, we understand that sometimes things can go wrong. When they do, we want to know about it so we can put things right and improve our services for everyone.

This Code of Practice outlines our formal complaints procedure. It explains how to make a complaint, what you can expect from us, and the steps we will take to resolve your issue in a fair, transparent, and timely manner.

Our complaints procedure is free of charge for all our customers.

Our Guiding Principles

  • Accessible: We make it easy for you to get in touch and raise a concern.

  • Fair: We will listen to you and investigate your complaint thoroughly and impartially.

  • Transparent: We will keep you informed of our progress throughout the process.

  • Timely: We aim to resolve all complaints as quickly as possible, within clear timeframes.

  • Effective: We empower our staff to find effective resolutions for you.

What Constitutes a Complaint?

A complaint is any expression of dissatisfaction with our products, services, staff, or the way we have handled a problem. This could relate to:

  • Poor network performance or service quality (e.g., slow broadband, no signal).

  • Billing errors or disputes.

  • The sales process or misleading information.

  • The conduct of our staff or engineers.

  • Delays in installation or service activation.

  • The handling of a previous query or fault report.

 Note: An initial call to report a fault (e.g., "my internet is down") is not treated as a complaint. It only becomes a complaint if you are unhappy with how we have handled the initial report.

How to Make a Complaint: Our Four-Step Procedure

We aim to resolve most issues at the first point of contact. However, if this is not possible, our structured procedure ensures your complaint is heard and handled by the right people.

 

Step 1: First Point of Contact

The quickest way to resolve an issue is to contact our Customer Service team directly. Our trained advisors are empowered to solve most problems right away.  You can contact us via:

 When you contact us, please provide:

  • Your full name and address.

  • Your account number or mobile number.

  • A clear description of your complaint.

  • What you would like us to do to resolve it.

Our advisor will listen to you, investigate the issue, and aim to find a resolution during the call or chat. If we need more time, we will agree on a callback time with you.

 

Step 2: Escalation to a Manager

If you are not satisfied with the response from our Customer Service team, you can ask for your complaint to be escalated to a Team Leader or Manager.

 The advisor will arrange for a manager to review your case and contact you back, typically within 24-48 working hours. The manager has greater authority to find a solution and will conduct a fresh review of your complaint.

 

Step 3: Formal Written Complaint

If you remain unsatisfied after speaking with a manager, or if you prefer to make a formal written complaint from the start, you can contact our dedicated Complaints Team.

Please include all the details from Step 1, along with a summary of who you have already spoken to and why you are still not satisfied.

 

What Happens Next?

  1. Acknowledgement: We will acknowledge receipt of your written complaint within 2 working days.

  2. Investigation: A dedicated case manager will be assigned to your complaint. They will conduct a full and impartial investigation.

  3. Resolution: We aim to provide a full written response and proposed resolution within 10 working days. If the issue is complex and requires more time, we will inform you of the delay and provide a new timeline.

 

Summary of Timelines

Stage Acknowledgement Time Resolution Target

Step 1: First Contact N/A Aim for First Contact Resolution

Step 2: Escalation N/A Manager callback within 24-48 hours

Step 3: Written Complaint Within 2 working days Within 10 working days

Possible Outcomes

If we find that your complaint is justified, we will offer an appropriate resolution. This could include:

  • A sincere apology and an explanation of what went wrong.

  • Corrective action to resolve the issue for good.

  • A credit to your account or a refund.

  • A goodwill gesture (e.g., a discount on future bills).

A change to our internal processes or procedures to prevent recurrence.