At Nasstar, your satisfaction is our top priority. We strive to provide outstanding service, but we understand that sometimes things might not go as planned. When issues arise, we take your concerns seriously and are committed to resolving them swiftly and effectively.
Here’s how to raise a complaint and let us know if something isn’t right.
How to raise a complaint
We’ve made our complaints process as easy and straightforward as possible. Here’s what to do:
Stage 1: Addressing the issue directly
We believe the best way to resolve most complaints is by speaking directly with the department involved. They are best placed to understand the issue and find a solution quickly.
- Who to contact: Contact the relevant department using your usual communication method.
- What happens next: Once we receive your complaint, it will be logged in our internal ticketing system, and you’ll receive a case reference. Keep this handy for any future correspondence about your issue. Some departments may contact you without a reference but will provide clear lines of communication for the handling of your complaint, usually by email and/or phone.
If you’re not satisfied with how your complaint is being handled, or if you disagree with the resolution, you can escalate it to the head of the department. If you’re still unhappy or prefer to skip straight to Stage 2.
Stage 2: Contacting the Nasstar Complaints Team
If you feel that your complaint hasn’t been adequately addressed, or if you prefer to take another route, you can reach out to us directly.
How to contact us:
- Portal: https://onenasstar.service-now.com/nasstarcsm
- Email: complaints@nasstar.com
- Mail: Nasstar Head Office, Melbourne House, Brandy Carr Road, Wakefield, West Yorkshire, WF2 0UG
Once your complaint is received, we will log it in our ticketing system and send you an acknowledgement within 2 working days.
During our internal investigation, we will look into the issues raised, the departments involved, and any actions taken. We might reach out to you for more information if needed.
After completing our investigation, you’ll receive a final written response addressing your complaint. We keep a record of all actions taken for future reference.
At Nasstar, we also analyse the feedback we receive to identify trends and opportunities for improvement. Your voice matters and helps us enhance our service.
We aim to resolve all complaints within 20 working days.
Stage 3: If the complaint is not resolved
If after following stages 1 &/or 2, you feel that your complaint is not resolved to your satisfaction, you should request that your complaint be referred to the Customer Services Manager.
Upon receiving the referral, the Customer Services Manager will provide written acknowledgement within 10 working days.
Stage 4: Alternative Dispute Resolution
Any complainant that remains unhappy and wishes to pursue their complaint further and the complaint meets the following criteria, may ask for help from CISAS.
CISAS is an independent organisation that is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom approved ADR services have been set up to sort out disagreements between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
Alternative Dispute Resolution Criteria
CISAS can only become involved in a complaint if it satisfies the following criteria:
- Their complaint has been outstanding for more than 8 weeks
- Or the complainant has received communication from Nasstar stating that the complaint has reached “deadlock”.
Large or Enterprise Customers
As CISAS are only able to help resolve complaints for consumer & small business customers, they will be unable to assist Nasstar’s larger customers.
Any large organisation customer of Nasstar’s that remains unsatisfied with the response received to the complaint should request escalation, via their Account Manager, Customer Success Manager or to a member of the C-Level Management Team.
Cyber Abuse
If you need to report abuse such as phishing or spam, please contact abuse@nasstar.com. We will deal with your report within 3 working days.