1310 Customer Dispute Resolution Procedure

Introduction

It is important to Us at 1310 to always give You the best customer service possible. So, if You ever feel we have fallen short of this, please let Us know. We always want to put things right and We will always try to use Your feedback to improve things for other customers too.

This document tells You how to go about making a complaint and how to take it further if you need to.

How to get in touch

There are 3 easy ways to get in touch with Us. Please remember to give us your details, including Your account number, address and contact number when You do, so We can get back to you as quickly as possible.

By phone

Give our Customer Care team a ring on 0333 300 1310. We will do Our best to resolve Your complaint on the call, but sometimes We will need to look into things in more detail and reaching a resolution may take longer.

By web form

On Our contact us page at Contact, You will see a link to Our web form. Complete the form to let Us know what went wrong and what We can do to put this right for You. We always aim to resolve complaints in the first instance and respond within 7 days.

In some cases, it can take up to 28 days. This depends on the issues you have raised, as we always try to give Your comments the attention they deserve.

By post

It’s not as quick, but if you prefer to send us a letter, you can write to us at:

The Customer Care team

1310 Limited, Second Floor, Chester House, Farnborough Aerospace Centre, GU14 6TQ

Your letter will be acknowledged within 48 hours of receipt and We aim to resolve all written complaints within 28 days once We have received them.

If We don’t hear from You within the 28 days from the date of the response letter We send to You, We will take this as confirmation that You are satisfied with the resolution and We will write to you again to let you know We are closing Your complaint.

Resolving a complaint

We always look into every complaint and actively work to resolve things to Your satisfaction.

We will let You know as soon as We think We have a resolution. This could be on the original call, if we can sort things out there and then, or if not,  We will be back in touch to let You know.

We will try to contact you by Your preferred method first. If this is by telephone, please let Us know the best numbers to reach You on. If we miss you when We try to contact You, We will drop you a text with Our telephone number so You can ring us back when you are free during Our opening hours.

If we cannot reach You to let you know about Our proposed resolution, We will email You instead, or if You have not been able to clear Data Protection verification, we will write to Your home address. Your case will remain open for 28 days so You will have enough time to review and consider Our proposal. If You are happy with the resolution, please let Us know so We can close Your case down.

If We do not hear from You within the 28 days from the date of Our letter, We will take this as confirmation that You are satisfied with the resolution and We will write to You again to let you know We are closing Your complaint.

If You do not feel Your complaint has been resolved

When We get Your complaint, we will aim to resolve it to Your complete satisfaction. If You do not feel this has been done, You can ask to escalate the issue to a manager. If You telephone Us, a manager may be available to talk to You immediately or they may call You back at a time that suits You. If the manager must call You back, please let us know which daytime and evening contact numbers work best for You. The manager may get back to You in writing as well. If, after discussing Your case with a manager, You still feel that We have not dealt with Your complaint appropriately, please ask for Your complaint to be reviewed by a senior manager.

If, after following the process above, You are still not happy with the outcome of Your complaint, You can refer it to independent adjudication. 

Independent adjudication

If We have not reached an agreed settlement within 8 weeks of receiving Your complaint, or We agree in writing before the 8 weeks are up that the dispute should be settled by independent adjudication, We will send You a letter or email confirming that You have the right to refer Your complaint for independent consideration through Alternative Dispute Resolution. This service is free of charge.