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NGT

Complaints

We're sorry if you're not happy with our service. When things go wrong, we want to know so we can put them right as quickly as possible. So if you're not happy about anything directly connected to the Next Generation Text service, please get in touch.

What we do

We're able to help with complaints about the service.

What we don’t do

We won’t deal with complaints about anything else, including complaints about:

  • How a business or organisation handled your call – get in touch with the business or organisation directly
  • Your phone service – contact your phone service provider 

How to complain, and when we’ll get back to you

Go to contact us and choose how you'd like to get in touch with us about your complaint. You can:

  • Fill out an email form on our webpage - we’ll get back to you within five working days.
  • Phone us - we’ll try and sort it out while you’re on the call.
  • Post us a letter - we’ll get back to you within 10 working days.
  • Use a BSL interpreter on a video call - we’ll try and sort it out while you’re on the call with the interpreter.

What we’ll do

We'll try to come to an agreement with you about your complaint. How long it takes depends on how you contacted us (see above) and how complicated your complaint is.

If we need to look into your complaint in detail after we've contact you, it might take up to a further 10 working days for us to get back to you again.

Our complaints process

  1. If our advisor can’t sort out your complaint, they’ll escalate it to a manager. Or you can tell the advisor you want to speak to a manager at any time.
  2. The manager will then work with you to investigate the problem.
  3. If that doesn’t work out, they’ll then escalate your complaint to the Centre Manager.
  4. We’ll settle most complaints by this stage. If not, we’ll explain our final position and we’ll send you a ‘deadlock’ letter. This means there’s nothing more we can do.  

What to do if you’re still not happy

If you’ve been through each of these steps, we’ve sent you a ‘deadlock’ letter, and you’re still not happy, please contact your communications provider (your phone company) and follow their complaints procedure.