Complaints Procedure

Complaints Procedure

Apptel strive to always provide the highest levels of service but sometimes things don’t go according to plan. If you are unsatisfied with any aspect of the service you have received and would like to make a formal complaint, please follow the process below.

How To Make A Formal Complaint

A complaint can be made through any of the following channels:

  • Phone:
    01985 620133
  • Email:  admin@apptel.co.uk
  • Post: Apptel Ltd, Chestnut Studios, Corton, Warminster BA12 0SZ


Information Required

In order to investigate your complaint we will need the following information:

  • Your business name
  • A contact number, email or postal address
  • A summary of the issue with as much detail as possible
  • A copy of any emails/letters that relate to the complaint


What will happen next?

At Apptel we take complaints very seriously and will acknowledge all complaints received within twenty-four working hours of receipt (responses provided by post may take longer). Your complaint will be treated as a priority and dealt with as quickly as possible.

If you are unhappy with our initial response, we will give you the relevant details to enable a complaint to be made to our managing director, who will respond within 2 working days.

We aim to resolve all complaints within 4 weeks.


Alternative Dispute Resolution Scheme

In the unlikely event that we are unable to achieve a satisfactory resolution to your complaint within 8 weeks, you have the right to take your complaint to an alternative dispute resolution scheme, subject to their eligibility criteria.

If at any time you are not satisfied with the progress of your complaint, you can ask us to agree to an early referral to our Alternative Dispute Resolution (ADR) process and we will issue you with a “deadlock” letter.

This will allow you to apply to Ombudsman Services: Communications, an Ofcom approved independent arbitrator that will assess your case and make a judgement so that the issue can be resolved. Please note that if we feel we are in the process of resolving your complaint we may delay issuing a deadlock letter, if we are unable to resolve the complaint after 8 weeks you do not need a deadlock letter to complain.

The ADR for Apptel is Ombudsman Services: Communications.

You will need to contact Ombudsman Services directly as we are unable to begin this process on your behalf.


Apptel’s complaints procedure regularly reviewed to ensure we always provide the highest possible service to all our customers.

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