What to do if you are unhappy
If you are unhappy with any service or contract you have with us, we ask that you initially contact your Account Manager. Most queries can be resolved without the need to raise a complaint.
How to raise a complaint
If your query cannot be resolved via your Account Manager a complaint can be raised via an emails to:- info@lightslategray-lark-725369.hostingersite.com
This email address is monitored Monday to Friday (excluding bank holidays), 9am to 5.30pm and you will receive a personal response within 1 working day to acknowledge receipt of your complaint.
As part of the initial acknowledgement, expectation will be set in regards to update frequency and complaint resolution timescales (nb. this is usually 1 x update per 1 working day and resolved within 5 working days depending on the nature of the complaint)
We will do our best to sort things out immediately. If we cannot do this, we will keep you informed about how long we expect to resolve the complaint.
If you prefer, you can write to us explaining why you are unhappy and we will endeavour to respond within 10 working days. Our address is:
Tsa Cloud Solutions
If your complaint is not resolved or updated within the agreed timescales you may wish to escalate your complaint to our Managing Director
We carefully monitor complaints, and these are reviewed at board level within the business to ensure we continue to improve the service to our customers.
Independent dispute resolution
If you are still unhappy 8 weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.
We may refer you to the Ombudsman, if we cannot resolve the matter for you. In this case, we would issue a “deadlock letter”, which allows the Ombudsman to look at your complaint earlier than 8 weeks after you have raised it with us. Their contact details are:
If you are unhappy with any service or contract you have with us, we ask that you initially contact your Account Manager. Most queries can be resolved without the need to raise a complaint.
How to raise a complaint
If your query cannot be resolved via your Account Manager a complaint can be raised via an emails to:- info@lightslategray-lark-725369.hostingersite.com
This email address is monitored Monday to Friday (excluding bank holidays), 9am to 5.30pm and you will receive a personal response within 1 working day to acknowledge receipt of your complaint.
As part of the initial acknowledgement, expectation will be set in regards to update frequency and complaint resolution timescales (nb. this is usually 1 x update per 1 working day and resolved within 5 working days depending on the nature of the complaint)
We will do our best to sort things out immediately. If we cannot do this, we will keep you informed about how long we expect to resolve the complaint.
If you prefer, you can write to us explaining why you are unhappy and we will endeavour to respond within 10 working days. Our address is:
Tsa Cloud Solutions
If your complaint is not resolved or updated within the agreed timescales you may wish to escalate your complaint to our Managing Director
We carefully monitor complaints, and these are reviewed at board level within the business to ensure we continue to improve the service to our customers.
Independent dispute resolution
If you are still unhappy 8 weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.
We may refer you to the Ombudsman, if we cannot resolve the matter for you. In this case, we would issue a “deadlock letter”, which allows the Ombudsman to look at your complaint earlier than 8 weeks after you have raised it with us. Their contact details are:
Openreach – COVID-19 update
Openreach have made the below announcement following Government guidelines. We would ask all customers to review the announcement:-
https://www.openreach.com/covid-19-coronavirus
We expect to see delays in responses from Openreach on proposed actions and updates which will delay our ability to update customers. We thank you for your understanding at this challenging time.
The below has been created based on current guidance. We expect this to change as the situation evolves.
Orders
We are reviewing all in-flight orders where Openreach are involved in the delivery of the service. Customers will be contacted to discuss impacted orders. Most orders will fall into one of the following categories:-
New orders: we are still accepting new orders and will progress these as usual. If a site visit is required by Openreach the order will go on hold
Order on hold: order is placed on hold until restrictions are lifted
Order in progress: the order will continue to progress through to bring live (eg. Where Openreach have already completed their work or site visit from Openreach is not required)
Currently, Openreach provision work will be limited to:-
Self-install activities (no engineering access required to customer premises)
Vulnerable end customers
Onsite work for critical national infrastructure customers (eg. NHS, pharmacies, utilities, food distribution outlets, financial services businesses)
Further information:-
New appointed provision tasks moved to 1st June
Appointed in-flight orders will be review and attempts made to complete tasks outside of the premises
Non appointed orders will continue to go ahead where no visit is required to go to the premises
For number porting – please see our dedicated Knowledge base article for the latest information:- Porting Announcement
If you have any questions we would ask you email info@lightslategray-lark-725369.hostingersite.com to allow the team to manage order specific queries.
Faults
For in-life services, all service outages will be reviewed on a case-by-case basis.
All services - including High SLA products (Ethernet) - are subject to these guidelines and in the event of an outage, these connections will be evaluated to the same criteria.
Target fix times, update frequency and SLA's will not be applicable during these restrictions.
Further information:-
Openreach are reviewing non-urgent repair cases
Engineers will be asked not to enter the end customer premises and to restore service from outside of the premises where possible
Tsa to help them identify Critical Network Infrastructure and vulnerable end customer tasks in order to prioritise these
To help us evaluate the impact of an outage, we will be asking the customer to confirm the nature of the business, criticality of the service and potential alternatives in line with the guidelines issued by Openreach.
If you have any questions, please contact: info@lightslategray-lark-725369.hostingersite.com
Openreach have made the below announcement following Government guidelines. We would ask all customers to review the announcement:-
https://www.openreach.com/covid-19-coronavirus
We expect to see delays in responses from Openreach on proposed actions and updates which will delay our ability to update customers. We thank you for your understanding at this challenging time.
The below has been created based on current guidance. We expect this to change as the situation evolves.
Orders
We are reviewing all in-flight orders where Openreach are involved in the delivery of the service. Customers will be contacted to discuss impacted orders. Most orders will fall into one of the following categories:-
New orders: we are still accepting new orders and will progress these as usual. If a site visit is required by Openreach the order will go on hold
Order on hold: order is placed on hold until restrictions are lifted
Order in progress: the order will continue to progress through to bring live (eg. Where Openreach have already completed their work or site visit from Openreach is not required)
Currently, Openreach provision work will be limited to:-
Self-install activities (no engineering access required to customer premises)
Vulnerable end customers
Onsite work for critical national infrastructure customers (eg. NHS, pharmacies, utilities, food distribution outlets, financial services businesses)
Further information:-
New appointed provision tasks moved to 1st June
Appointed in-flight orders will be review and attempts made to complete tasks outside of the premises
Non appointed orders will continue to go ahead where no visit is required to go to the premises
For number porting – please see our dedicated Knowledge base article for the latest information:- Porting Announcement
If you have any questions we would ask you email info@lightslategray-lark-725369.hostingersite.com to allow the team to manage order specific queries.
Faults
For in-life services, all service outages will be reviewed on a case-by-case basis.
All services - including High SLA products (Ethernet) - are subject to these guidelines and in the event of an outage, these connections will be evaluated to the same criteria.
Target fix times, update frequency and SLA's will not be applicable during these restrictions.
Further information:-
Openreach are reviewing non-urgent repair cases
Engineers will be asked not to enter the end customer premises and to restore service from outside of the premises where possible
Tsa to help them identify Critical Network Infrastructure and vulnerable end customer tasks in order to prioritise these
To help us evaluate the impact of an outage, we will be asking the customer to confirm the nature of the business, criticality of the service and potential alternatives in line with the guidelines issued by Openreach.
If you have any questions, please contact: info@lightslategray-lark-725369.hostingersite.com
Porting update – Covid19
We have been informed that BT have suspended all porting activities due to the COVID-19 virus.
BT’s porting team is currently situated offshore in India and the social distance enforcements that have been put into place in the UK have also been implemented in India. This has led to number porting operations being unable to continue.
All currently accepted ports with a date given are being moved to the next available date after the 5th May 2020 and our Porting team will update you of your new date in due course.
Any ports that have not been accepted will be put on hold until the embargo is lifted by BT which will be reviewed in May. The 5th May 2020 is currently being advised is a temporary date and may be revised depending on the global status of the virus outbreak.
Openreach have also announced new restrictions on-site visits – please click here to find out further information
We have been informed that BT have suspended all porting activities due to the COVID-19 virus.
BT’s porting team is currently situated offshore in India and the social distance enforcements that have been put into place in the UK have also been implemented in India. This has led to number porting operations being unable to continue.
All currently accepted ports with a date given are being moved to the next available date after the 5th May 2020 and our Porting team will update you of your new date in due course.
Any ports that have not been accepted will be put on hold until the embargo is lifted by BT which will be reviewed in May. The 5th May 2020 is currently being advised is a temporary date and may be revised depending on the global status of the virus outbreak.
Openreach have also announced new restrictions on-site visits – please click here to find out further information