How do I make a formal complaint?
At Onestream we aim to provide a great service to all our customers. However, we understand that sometimes things may not go as expected. If something has gone wrong, we want to hear from you so we can investigate and put things right.
Step 1: Contact our Customer Experience team
The quickest way to raise a concern is through our Live Chat service, where a member of our Customer Experience team will be happy to help.
Step 2: Submit a formal complaint
If your issue has not been resolved through Live Chat, you can submit a formal complaint by emailing our complaints team.
Email: complaints@onestream.co.uk
Alternatively, you can write to us at:
Onestream
Unit 15
Fulcrum 2
Whiteley
Hampshire
PO15 7FN
What happens after I submit a complaint?
Your complaint will be handled by our dedicated complaints team, who will investigate the issue and review the details you have provided. You will receive a response within 7 days, although we will always aim to respond sooner where possible.
If we are unable to resolve your complaint
If we cannot resolve your complaint within 8 weeks, or if we reach a point where we are unable to agree on a resolution, we may issue what is known as a deadlock letter. This confirms that the complaint has reached the end of our internal complaints process.
At this stage you may refer the matter to an independent dispute resolution service. Onestream is a member of CISAS (Communications & Internet Services Adjudication Scheme), an independent service that helps resolve disputes between customers and telecom providers.
CISAS Contact Details:
Phone: 020 7520 3814
Email: cisas@cedr.com
Post: 100 St Paul’s Churchyard, London, EC4M 8BU
Online: https://www.cedr.com/consumer/cisas/overview/