Resolution of complaints:
What to do if you are not satisfied
- either with our services, or
- with services provided over our network by third party service providers.
If you are unhappy with service(s) provided by Band-X or by third party service providers where Band-X is the Network Operator, please contact us and let us know as quickly as possible. It is through your feedback that we are able to review and improve the overall service we provide.
If you have a day to day issue with your service, including a billing dispute or an operations issue, please contact first
- your account manager, or
- our Service Management Center at 0207 395 4660 or helpdesk@band-x.com
Please use our formal complaints procedure only if you are unhappy with their response.
Our formal complaints procedure is outlined below. We are fully committed to addressing all complaints, fully and fairly, and in a reasonable time frame.
1. If you are dissatisfied, please contact us by emailing: CustomerFeedback@Band-X.com
Messages received are responded to by a dedicated team. We commit to come back to you within 2 working days.
To avoid any delay, please do not send correspondence
to individual representatives’ email addresses. Your email will be acknowledged and dealt with promptly.
2. If you remain dissatisfied:
If a complaint is not resolved to your satisfaction you can ask to escalate the issue to a manager by emailing: CustomerFeedbackEscalation@Band-X.com . We commit to come back to you within 4 working days. As it may benecessary for the manager to call you back, please provide daytime andevening contact numbers. Alternatively write to:
Commercial Manager
Band-X Ltd
51 Aldwych
London WC2B 4AX
3. Final review:
If the complaint remains unresolved to your satisfaction you can request that it is reviewed by our review team by emailing: CustomerFeedbackReview@Band-X.com
We commit to come back to you within 4 working days.
Alternatively write to:
Chief Executive Officer
Band-X Ltd
51 Aldwych
London WC2B 4AX
