CAN Solutions Ltd Complaints Procedure

At CAN Solutions Ltd, we’re committed to delivering a high level of service and resolving any issues as quickly and fairly as possible.

We provide services directly and in partnership with other providers. Regardless of who supplies the underlying network or infrastructure, we will take ownership of your issue and liaise with any suppliers involved to resolve problems promptly.

Please note: If your services are billed directly by a third-party provider (rather than CAN Solutions), we will still assist by liaising with them on your behalf. However, you may also need to follow the complaints process of the billing provider directly in order to reach a resolution.

You may obtain a copy of our full Complaints Handling and Dispute Resolution Procedure by emailing: customer.support@can-solutions.co.uk

Stage 1 – First Contact

If you have a concern or are dissatisfied with our service, please contact your Account Manager or our Customer Support team in the first instance. We’ll aim to resolve the issue quickly and fairly.

You can contact us by:
Email: complaints@can-solutions.co.uk
Post: Complaints Team, CAN Solutions Ltd, Unit 19/20 Macon Court, Herald Drive, Crewe, CW1 6EA

Stage 2 – Escalation

If you’re not satisfied with the resolution offered by Customer Services, you may request that your complaint is escalated to our dedicated Complaints Team for further investigation.

Stage 3 – Final Review

If you remain dissatisfied, your complaint will be escalated to a Company Director who will undertake a thorough review of all correspondence and provide a formal written outcome within 28 days. You will be contacted directly during this process.

Alternative Dispute Resolution (ADR)

If we have not resolved your complaint within 8 weeks, or if we issue a final decision and confirm there is nothing more we can do, we will send you an “ADR letter” (also known as a “deadlock letter”). You may then refer your complaint to the Ombudsman Services: Communications, an independent dispute resolution scheme, at no cost to you.

This is available if you are classified as a small business with 10 employees or fewer.

You can contact Ombudsman Services by:

Phone: 0330 440 1614 (Mon–Fri 9am–5pm)
Email: osenquiries@os-communications.org
Post: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
Website: www.ombudsman-services.org