Nasstar make every effort to ensure that our customers are happy with the level of service, and the products and services they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
The following information advises you on how to contact us if you have a complaint.
Raising a complaint
Nasstar have tried to make the complaint raising process as easy, straight forward and transparent as possible.
Stage 1 - Complaint to Department
Nasstar believes that in most cases, complaints are best handled by those within the department concerned. They are usually the closest to the issue and have the details required to reach a prompt resolution.
If you have a complaint, it is recommended that you raise it to the department in question. This should be done using the usual means of communication that you have with them.
The complaint, upon being received will be raised as such on Nasstar internal ticketing system and you will be provided with this reference number. This should ideally be used in all future correspondence on the issue.
All complaints received will receive a written acknowledgement within 5 days of Nasstar receiving them.
If you are not happy with the progress being made on your complaint or wish to dispute the resolution provided, then firstly the complaint should be escalated to the head of the department. If you remain unhappy at this point or feel unable to raise your complaint directly to the department in the first instance, then follow step 2.
Stage 2 - Contact Nasstar Head Office
If following stage 1 you are not happy with the handling of your complaint, or the proposed resolution, or if you felt that you couldn’t follow stage 1, then your complaint should be sent to Nasstar head office in writing.
Nasstar Head Office, 19-25 Nuffield Road, Poole, Dorset. BH17 0RU.
or email firstname.lastname@example.org
Once received, your complaint will be logged on Nasstar’s ticketing system and you will be provided with an acknowledgement of your complaint within 5 working days of Nasstar receiving it.
Investigations will take place internally to understand the issues, the department(s) concerned, and the steps already taken, if any. You may be contacted during this stage if further information or clarification is needed.
Following the conclusion of stage 2, you will be provided with a full written response to your complaint. A record of all steps taken will be held by Nasstar on their ticketing system. This is used for future reference if required.
Nasstar will also use the recorded details to complete trend analysis on all complaints raised and to identify any lessons learned or opportunities to improve.
Stage 3 - If the Complaint is Not Resolved
If following stages 1 &/or 2, you feel that your complaint is not resolved to your satisfaction, you should request that your complaint is referred to the Head of Service Management.
Upon receiving the referral, the Head of Service Management 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.
4.1 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”.
4.2 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, to a member of the C-Level Management Team.