We want every customer to be happy with our service. If something is not right, please tell us so we can put it right. Complaining is free and will not affect how we treat you. This code applies to all services from Ikon Comms Ltd, trading as Ikon ICT. Home phone customers of My Chat should use the My Chat complaints code.
1. How to complain
- Phone: 01494 853113
- Email: info@ikon-ict.com, with "Complaint" in the subject
- Post: Complaints, Ikon Comms Ltd, 20 Wenlock Road, London, N1 7GU
Please tell us your name and organisation, what went wrong, and what you would like us to do. If you need this code in another format or need extra help, just let us know.
2. What we will do
- Try to resolve it straight away. Many problems can be fixed on the first call.
- Acknowledge it within 2 working days if we cannot, with a reference and the name of the person dealing with it.
- Investigate and aim to resolve it within 5 working days. If it takes longer, we will update you at least once a week.
- Explain our answer in writing, with what we have done to put things right.
If you are not happy with our answer, ask for it to be reviewed by a director. We will reply within 5 working days.
3. Phone and broadband: independent dispute resolution
We are a member of CISAS (the Communications and Internet Services Adjudication Scheme), the Ofcom-approved dispute resolution scheme. If your complaint is about our phone, VoIP or broadband services and we have not resolved it within six weeks, or we have told you in writing that we cannot resolve it, you can take it to CISAS free of charge. When your complaint reaches six weeks, or sooner if we reach deadlock, we will write to tell you about this right.
CISAS can help home customers, and businesses and not-for-profit organisations (including parish councils and charities) with 10 or fewer staff.
- Online: cedr-assist.com/consumer/cisas
- Phone: 020 7520 3814
- Email: cisas@cedr.com
- Post: CISAS, CEDR, 100 St Paul's Churchyard, London EC4M 8BU
Ofcom regulates phone and broadband providers but cannot deal with individual complaints. Advice is available at ofcom.org.uk.
4. Business energy
Our energy brokerage service, including ikon-energy.co.uk, is covered by the Energy Ombudsman. If your complaint is about this service and we cannot resolve it, you may be able to refer it to the Energy Ombudsman once our complaints process is complete. Complaints about your energy supply itself should go first to your energy supplier.
5. Records
We keep a record of every complaint and what we did about it for 2 years, and use them to improve our service.