Complaint Escalation Process
EliteCalls has in place a structured complaint escalation process for customers who wish to make a complaint in relation to our service.
In order to obtain a copy of the EliteCalls' Complaints Handling and Dispute Resolution Code of Practice, please email enquiries@elitecalls.com or contact customer services on 0844 576 2560.
Stage 1
Any customer complaints relating to our service should be made in the first instance to our customer service department, who will make all reasonable endeavours to resolve any complaints raised. Complaints can be raised by telephoning 0844 576 2560, faxing 0844 576 2561, emailing enquiries@elitecalls.com or by writing to Customer Services, EliteCalls, Universal House, Longley Lane, Manchester, M22 4SY.
Stage 2
If you remain dissatisfied with the resolution offered by customer services, you can request that the complaint is escalated by telephoning 0844 576 2560 and asking for the escalations team, faxing 0844 257 2561, by emailing enquiries@elitecalls.com or by writing to The Escalations Team, EliteCalls, Universal House, Longley Lane, Manchester, M22 4SY.
Stage 3
Any unresolved complaints will be transferred to the compliance department, who will conduct a detailed investigation of the complaint and provide a formal written statement to the customer within 28 days of the complaint being transferred to the compliance department. This process may include speaking to the customer to document the course of events that led to the complaint and request any documentary evidence from the customer or third parties, to assist the compliance department with their investigation. The compliance department can be contacted by telephoning 0161 946 4826, faxing 0844 576 2560, by emailing compliance@elitecalls.com or by writing to The Compliance Department, EliteCalls, Universal House, Longley Lane, Manchester, M22 4SY.
Stage 4
If you are not satisfied by the outcome of the complaint investigation, you should write to The Compliance Manager, EliteCalls, Universal House, Longley Lane, Manchester, M22 4SY.
The Compliance Manager will endeavour to provide a resolution or a deadlock letter to you within 28 days.
Stage 5
If you consider we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a letter from us saying that we have now exhausted our internal complaints procedure, you may make a complaint to OTELO, of which EliteCalls is a member company. OTELO is an independent alternative dispute resolution scheme, whose contact details are as follows:
OTELO
PO Box 730
Warrington
WA4 6WU