We always aim to provide our consumer and business customers with outstanding service, reliability and the best value for money.
However, from time to time we recognise that issues may arise that need satisfactory resolution. We commit to resolving such issues in an efficient and timely manner. The following information advices you on how to contact us in the event that you have a complaint.
Stage 1 – How to contact us
If you are unhappy with any of our products, services or our customer service team, you may send your complaint to us in writing to:
Beaming Ltd
Customer Service Department
Hanover House,
Marine Court,
St Leonards on Sea,
East Sussex TN38 0DX
Alternatively you may raise a complaint via email to support@beaming.co.uk. You will receive a written acknowledgement from us within three working days upon receipt of your correspondence.
Stage 2 – How we handle your complaint
On receipt of your complaint, a complaints manager will be assigned to your case. The complaints manager will thoroughly investigate any raised issues and reply to you in writing with a proposed course of action.
Stage 3 – If you are not satisfied
If you are not satisfied with the proposed course of action, you should request that your complaint is referred to the Director responsible for Customer Service. You will receive a further written response from this Director within 10 working days.
Stage 4 – If your are still unhappy
If you are still unsatisfied with the proposed plan of action, you may request that your complaint is escalated to our Managing Director. You will receive a further written response within 10 working days.
Stage 5 – Further action to resolve your dispute
The final stage of the complaints process enables you to contact the Communication Ombudsman, the Independent Ombudsman and our alternative dispute resolution service (ADR). Please be aware that the Communication Ombudsman can only help you if you have followed our complaints procedure and given us adequate opportunity to resolve any issues.
If, after eight weeks the complaint has not been resolved or Beaming issues a letter saying that the issue has reached deadlock, then the complaint may be referred to the Communication Ombudsman. You may at any time, if unsatisfied with the progress of your complaint, seek to be referred to the Communication Ombudsman by asking Beaming to issue a deadlock letter, but if we believe we will shortly resolve your complaint and are taking active steps to do so, we may refuse. The Communication Ombudsman contact details are to be found on the Communication Ombudsman website. Communication Ombudsman is an independent approved dispute resolution service and is empowered to resolve customer disputes; we are committed to this process. Communication Ombudsman is approved by the communications regulator Ofcom.
If you require further information on the role of Ofcom, please visit the Ofcom website. If you wish a copy of this information to be sent to you, then please contact us on 0800 082 2868.
Data Protection Complaints
If you have concerns about how we collect, use, store or otherwise process your personal information, you have the right to make a data protection complaint directly to us.
How to make a complaint
You can submit a data protection complaint by:
- Emailing us at: marketing@beaming.co.uk
- Writing to: Beaming Ltd, Hanover House, Marine Court, St Leonards on Sea, East Sussex TN38 0DX
- Calling us on: 0800 082 2868
Please provide as much information as possible about your concern, including any relevant dates, correspondence or reference numbers.
What happens next
When we receive your complaint, we will:
- Acknowledge receipt of your complaint within 30 days.
- Review and investigate the issues raised.
- Contact you if we need further information to understand or investigate your concerns.
- Keep you informed of progress where appropriate.
- Inform you of the outcome of our investigation without undue delay.
Depending on the circumstances, we may explain our processing activities, correct inaccuracies, take remedial action, or explain why we believe our processing complies with applicable data protection laws.
Escalation to the Information Commissioner’s Office
We hope to resolve any concerns directly with you. However, if you remain dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection matters.
Information about how to contact the ICO can be found at:
https://ico.org.uk/make-a-complaint/
or by calling 0303 123 1113.
Complaints Records
We maintain records of data protection complaints, investigations, outcomes and any actions taken. These records help us improve our privacy practices and demonstrate compliance with our legal obligations.