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Complaint Handing & Dispute Resolution

Code of Practice on Complaint Handling and Dispute Resolution

Complaint Handing & Dispute Resolution

Atlas Communications (NI) Ltd is an independent company that delivers business to business communications, networking and cloud services.

Atlas solutions may be provided in liaison with other suppliers and in this instance we coordinate closely with our suppliers to ensure that any problems resulting from their service will be resolved quickly.

Atlas takes full responsibility for the quality of service provided to our customers and will make every effort to ensure that customer expectations are met, however in the event that something does go wrong we have a formal complaints procedure in place and we take this very seriously. We will endeavour to resolve any complaint quickly and effectively.

If you wish to raise a complaint to our attention, please contact our in house customer services team on:

Phone: Customer Care on (0044) (0) 28 90786868
Email: customer.service@atlas-comms.com
Post: FAO Customer Services
Atlas Communications
1 Westbank Close
Belfast
BT3 9LD

If you are unhappy with an element of our service, we would ask that you put this in writing so that our customer care team can feed it onto the appropriate manager. If you make your complaint by email, we will acknowledge receipt before passing this to the appropriate department for consideration. If you are not happy with the response you have received from the customer care advisor handling your complaint, then you can request it be escalated to their line manager, the Head of our Customer Care team.

We aim to resolve complaints within 5 working days but, depending on the nature of the complaint, this is not always possible and in those instances we will advise you in writing of the expected timescale to resolve.

If we cannot resolve the problem, we will write to you to say so.
If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from:

The Ombudsman Services – Communications (formerly Otelo)
PO Box 730, Warrington, Cheshire, WA4 6WU.
Tel: 01925 430870 or 0845 050 1614
Email: enquiries@otelo.org.uk Website: www.otelo.org.uk
Ofcom Riverside House,
2a Southwark Bridge Road,
London SE1 9HA.
Tel: 020 7981 3040 or 0300 123 3333
Email: contact@ofcom.org.uk Website: 
www.ofcom.org.uk

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 ADR (i.e. that we issue a deadlock letter). 

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.

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