Customer Complaints Procedure

Cloudstream Technology is committed to providing excellent customer service and endeavours to deal with any complaint fairly and within a reasonable amount of time. However, should a customer remain dissatisfied with any aspect of our service, they are welcome to contact us, whereupon we will do our utmost to resolve the problem as quickly as is reasonably practical.

We operate a complaints procedure to help ensure that any complaints are dealt with efficiently and to your satisfaction. If you have a problem with the way in which we have sold, provisioned or delivered the service to you, you should

1. In the first instance, telephone us on 0800 0886 555 or send an email to support@cloudstreamtechnology.com

We aim to respond to you within 24 hours. Our customer service staff will do their utmost to successfully resolve any problems at this time. If, however, your problem cannot be resolved during the phone call, we will agree a course of action with you.

2. If you remain unhappy with the way in which your complaint has been handled in the first instance, you should contact the Customer Services Manager via complaints@cloudstreamtechnology.com mentioning your case reference number. The manager will respond and will aim to resolve your complaint within 48 hours.

3. If the Customer Service Manager is unable to resolve the issue to your satisfaction, you may escalate your concern to the Managing Director by emailing complaints@cloudstreamtechnology.com mentioning your case reference number. The Managing Director will aim to respond to you within 48 hours.

4. Please note that in all cases we ask you to work with our management team to resolve your concerns as quickly as possible. We also ask you to quote your incident reference number in all correspondence.

Ombudsman Services and Independent Complaints Resolution

In the unlikely event that your complaint has not been resolved by Cloudstream Technology to your satisfaction within a period of eight weeks, or, if during the process of investigating your complaint you believe the situation has reached a deadlock, you may refer your complaint to The Communications and Internet Services Adjudication Scheme (CISAS) which is managed independently by The Centre for Effective Dispute Resolution(CEDR). The adjudicator will make an independent decision based entirely on the merits of the complaint and at no cost to the customer.

Customers may contact the adjudicator directly via their website – https://www.cedr.com/consumer/cisas/make-a-complaint/