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Dispute Handling @ V4 Telecom UK

Dispute Handling Process

Code of Practice

Introduction and Services

V4 Telecom is a telecommunications supplier that offers Telephony Systems, Line Rental, Phone Calls, Broadband, Ethernet, EFM, Hosted Computing, Mobile Telephony & online services to Businesses in the UK.

Contact Details:
V4 Telecom’s Mailing Address:

  • V4 Telecom UK
  • 228 Widdrington Road
  • Cash's Business Centre
  • Coventry
  • CV1 4PB

UK Business Support Centre:

Telephone Number: 02477 580005
Email: support@v4telecom.co.uk

Customer Services:
(Monday to Friday 9am to 6pm & Saturday 9am to 2pm)

Customer Experience Director:

Gurpal Gill
Email: gill@v4telecom.co.uk
Web: www.v4telecom.co.uk


At V4 Telecom, We make every effort to ensure that our customers are happy with the service levels we deliver, along with the products and services they receive from us at all times. However, despite our best efforts, things may go wrong sometimes. We take customer disputes extremely seriously and aim to resolve them with the best possible outcome and in a timely, pro-active and efficient manner under all circumstances.


Pricing Information Release

All customers are provided with key pricing information and the appropriate terms at the point of sale or account set up via electronic mail as well as via post through welcome letters. The appropriate pricing Terms are available upon request to Customers by either visiting our website or by contacting our customer service department on 02477 580005 during the designated business hours as detailed above or via email to
support@v4telecom.co.uk

Contract Conditions & Terms.

The V4 Telecom Agreements are set out in an order sign up format, which provides an overview of the contract and general terms of supply. The below features appear clearly on them namely:

  • Contact details for the Company
  • Minimum period of supply
  • Features of service, including charges for local and national calls
  • Payment terms including the method signed up to
  • Termination procedures and fees, which may be applicable
  • Customer Service opening hours & applicable administration fees

Cancellation requests outside of this period will be referred to our Terms of Business, of the customers’ contract. A copy of the Terms of Business is available on the V4 Telecom website or by contacting our customer service department on 02477 580005or via email to support@v4telecom.co.uk during the designated business hours as detailed above. This ensures that the customer is provided with the correct terms and conditions which are applicable to the agreement entered into and provided at the point of sale or shortly afterwards via a welcome call, welcome email & welcome letter as a compulsory compliance measure we use on all new orders. V4 Telecom’s standard minimum period of supply for all new customers is 36 months, unless otherwise stated.

Dispute Handling Process at V4

Any customer disputes relating to our services should be made in the first instance by contacting our customer service department on 02477 580005 or via email to support@v4telecom.co.uk during the designated business hours as detailed above or in writing to: Customer Services Manager, V4 Telecom UK, 228 Widdrington Road, Cash’s Business Centre, Coventry, CV1 4PB.

A prompt internal investigation will be conducted and we will aim to provide a resolution to the customer within 28 days.

If you believe that your dispute has not been dealt with satisfactorily then you should then write to Gurpal Gill, Customer Experience Director, V4 Telecom UK, 228 Widdrington Road, Cash’s Business Centre, Coventry, CV1 4PB.

Our Customer Experience Director will take upon the mandate to provide a resolution to the customer within 28 days and reach our internal targets in Customer Experience. V4 will investigate all disputes and take appropriate action to resolve any complaint where necessary as our top priority within our day to day operations at all times.

Dispute Acceptance Trail at V4

A record of the dispute, together with all subsequent activity, will be entered onto the appropriate customer database systems of V4 within the Notes Section. The immediate enquiry handler (the employee who makes first contact with the Customer at the 1st instance) will attempt to resolve the dispute. If the handler or the V4 Member is not able to successfully resolve the dispute, the relevant information will then be passed to the appropriate senior member within the same department to take ownership and resolve it immediately for the Customer. Unresolved enquiries will be transferred to the Customer Experience Director.

Dispute Investigation Process Outline at V4

The relevant departments will routinely investigate any disputes received across the week, irrespective of nature, customer type and collate all relevant evidence via the notes trail and random call audits with the end customer. This may involve speaking to the end customer to document the course of events that led to the original dispute. Independently, employees attending to the customer in the 1st instance may be asked for their versions of events. The department will complete their investigation and present a report to the Management within 48 hours. They will also relay the process, along with the decision of how the dispute is to be resolved for the customer and provide details of how to escalate the complaint if the customer is not satisfied.

Dispute Resolution Conclusion at V4

The Company aims to resolve any disputes to the satisfaction of the customer at all times as our biggest priority and reaching the weekly Customer experience targets for our Customer Service Teams. This must be balanced against an obligation to the employee to be treated fairly and to the commercial reality of the customer’s contractual obligation & dependence of V4 upon its upstream suppliers to resolve network and system related faults within designed SLAs, force majeure events etc. If the customer is not satisfied a further course of action will be advised immediately to the Customer via our V4 Members at all times. Compensation or a credit will be considered where appropriate, if genuine fault can be established and was within control of V4 to resolve within the given SLAs. SLAs from upstream carriers & suppliers will be passed on to the Customer by V4 with utmost effort to resolve the complaint as soon received.

FAQs for the Customer on V4’s Dispute Handling Process

Can I refer my dispute to someone else if I’m still unhappy with the way V4 Telecom has dealt with it?

Ombudsman Services:

An ombudsman service provides complaint resolution for communications, energy, property and copyright licensing industries. We are experts in dispute resolution; here to sort out complaints about the companies which have joined us. These services sort out disputes 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.

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to Ombudsman Services. However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so, whilst keeping you actively informed of progress at regular intervals.


You may contact them by using the below:

Phone: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600


Phone lines are open Monday to Friday from 9am until 5pm. They are closed at the weekends, on bank holidays and between Christmas and New Year.

If you need to write to them, you can do so using the following address:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

What our
customers are saying

you were able to help in a timely, efficient and friendly manner. I would rate the experience a 9 out of 10, highly recommended.
- ANDREW SCAWEN
[4/5] so helpful & giving me follow up call to check everything was work
- VALERIE ASSAN
Were we able to answer all your queries in a timely manner?
- yes
On a scale of 1 to 10. How would you rate your experience. 1 being poor and 10 being the best:
- 8
Your comments:
- good service, team was trying very hard to fix our phone problems.
- Woraphat Onthong
My rating for your service is 10 because the lovely man Sam did not stop until he solved my problem thank you very much
- Sheila Morrison
My problem was resolved very quickly and I would like to score you 10 for the way you dealt with me and your truly professional manner
Many thanks
- Brian Davis
I would like to thank you for your excellent help this morning. You were very patient with me. I really appreciated your help
Excellent work
- Lucille Terry
10 very good
- Charlie Hentschel
10.
Great to talk to a person who knows their job.
- Jed Hollamby
Answers to A/C query satisfactorily answered.
Difficulty accessing my V4 A/c solved with new Webmail user name and password.
No outstanding problems. Thank you for your attention.
- Brian Makin
The service that I have been receiving from you has been 10 Me is not going to deny. Your workers have been polite and helpful and been to me every time I spoke to them! May da one above bless all of you.
- Asma Hussain
Its 10 very happy with gentlemans service v good asset for your company
- Kamran
Today I started a chat with the agent regarding technical issues we were experiencing at 3 Warwick Road, N18 1RR branch and I am totally amazed how efficiently my complain was handled. The chat room staff was knowledgeable and dealt my concerns with astonishing speed. In a space of couple of minutes I received a call from technical support staff of V4 telecoms who took this complaint with great intention of resolving the risen issue with the line.
Many thanks and I wish your prompt and efficient services to last forever as surely it is very beneficial to the customers' satisfaction.
- Syed Bokhari
Were we able to answer all your queries in a timely manner? YES
On a scale of 1 to 10. How would you rate your experience. 1 being poor and 10 being excellent: 10
Any Further comments: VERY SATISFIED THANKYOU
- Philip Harris
"My questions were looked into and answered very acceptably in a timely manner. My rating is 9 due to a slightly long call but all fine. Thank you for sorting things out for me."
- Rev'd Kim Weeks
"10 very satisfied Sam was very pleasant and helpful also very patient great service thank you"
- Mrs. Lillian Nester Richards
"Am very satisfied with your service and on a scale of 1/10 award your and the company a 10"
- David
"10, EXCELLENT SERVIVE FROM SAM. CAN NOW CONNECT TO BROADBAND"
- Mrs Julia Holt
"My questions were answered with out delay all I wanted to know and I give it10 it was nice to speak to you and thank you for your help"
- Brenda Moore
"Sabita was charming, polite and efficient. "
- James
"Thanks to Soumen Sancar for his patience and help for two OAP's who were completely useless at using a coputer. He was absolutely marvellous and kind to us during the session this morning.. Terry and Pat Mcloughlin."
- Pat Mcloughlin
"I have had many problems since changing my broadband to v4telecom, but I have been very impressed with Swarnava Chakraborty alias Sam. Sam has been extremely helpful throughout and the professional approach he showed toward me through this problematic experience is highly commendable. I hope this helpful approach continues throughout my contract with v4telecom. "
- Alan Burke
"Yes Royce was informative and friendly and helpful"
- Deborah Hargreaves
"Hi Justin, Thank you very much for your help and time. The customer service representative was very helpful and resolved my issue. So far my queries were answered in a very polite and manner ways. Out of 10- it's being the best! "
- Dr Asel Usupbaeva
"Hello Nisha I could not answer the questions by amendments to your mail So can I say that my answers are yes to those applicable. With respect to a rating it's a difficult question, without more experience I hesitate to give 10. 9 would be reasonable with the comment that it has been the best I have met in dealing with telecom companies. "
- Alan Hazlewood
Thank you so much for the help and support you gave me today with my queries about my Broadband, connection, speed and the 'workings' of my pc You were very helpful, considerate, respectful and attentive to my questions and able to answer and deal with all of them. What a difference this makes to someone of my generation who is not as 'savvy' with the workings of her pc and broadband. I have no hesitation in saying your support was excellent and I will recommend your company to others. 10 out of 10. Thank you again."
"I would like to say thank you for the help you have given me with my telephone and broadband. Pushkar was polite and responded very quickly when I was having difficulties-fixing my problem very efficiently. "
- Jackie
"By using V4 we managed to replace our old equipment with new,get extra hardware for our office extension, and still save a substantial amount on our rental. The whole process was quick, simple and efficient."
- Howard, Managing Director, Polifilm UK
"After having so many issues with the big competitors I decided to look for a local Telecoms firm to supply my business. V4 Telecom provided me with a dedicated account manager who I could call direct and he guided me through the whole process, fantastic!"
- Josie M, Coventry
" Good afternoon,I have just spoken to Bipasha about a query I had and to let you know she was extremely helpful and told me everything I needed to know.I wouldn't have any problem in calling again if I was to be treated in this way. She explained everything I wanted to know. Thank you Bipasha."
- Linda Manigan
"Thank you for helping me to get my internet up and running, and for being patient with a 75 year old lady, slightly deaf and crawling under a big desk, to reach the sockets. I hope all will work well now, and I will not have cause to call on you again"
- Patricia Hills
"V4 Telecom provides my business with phone and broadband and I found them the best value for money around after a lot of researching. Great customer service, always very polite and helpful on the phone/emails offering a lot of technical help and advice."
- Samantha Jordan, Malmesbury
" Dear Nisha,
I must say that I am extremely satisfied in every way. The occasional question I have had to ask has been answered promptly and in full. I have no hesitation in awarding you the maximum score of 10. "
-Michael Cork
" I am writing to inform that your colleague Aditya on customer services provided an exceptional service this evening, 15th March 2016, and corrected our faulty broadband connection.. "
-Dr Kiran Patel
"I would like to say I have found Aditya Chatterjee extremely helpful with the switch from me previous supplier. He has been polite and patient, as I am retired and dont always underdtand everything.He is also very well informed and explains things clearly and is prepared to repeat them several times so that I understand what is involved in the procedure.I am pleased to have switched to V4 and can most definitely recommend Aditya as a service provider.In fact I am so impressed I'm going to look ask for information from him about switching my mobile to V4!"
-Mrs Deenagh Miller
" Phone call made today spoke to Aditya who was polite helpful answered all my queries scores out of ten out of ten "
- Audrey Jones
"Thank you for this quotation Pushkar.I would like to accept it and have therefore instructed the current provider Fuelbroadband to terminate the contract forthwith. As you indicated you will take charge of the transfer and communicate arrangements accordingly. We expect to retain the current telephone number. I want to set up a direct debit account via Santander and will have banking numbers available to discuss at your convenience. Many thanks for the support so far "
-Alan Hazlewood
"I would like to say that Sam was very professional and very helpful. He took me through a step by step process to resolve the Internet problem. I was a great pleasure dealing with Sam. He is a credit to your company, if I have any issues in the future I will be requesting for Sam to deal with it. Many thanks 🙏 "
-Jin Gill