How do I make a formal complaint?
How do I make a formal complaint?
We aim to deliver a great service to our customers however we recognise that sometimes things don’t go to plan. It is important to us that we have an opportunity to make things right.
- In the first instance please contact a member of our Customer Experience team via chat using this link. https://onestream.co.uk/livechat
- If we have been unable to resolve your complaint via chat, please email us at
complaints@onestream.co.uk
Alternatively you can write to us at: Onestream, Unit 15, Fulcrum 2, Whiteley, Hampshire, PO15 7FN
What happens next?
Your complaint will be handled by our dedicated complaint handling team, who will undertake an investigation. You will receive a response to your complaint within 7 days, although we will endeavour to respond to you sooner.
If we are unable to resolve your complaint
Onestream are a member of CISAS, who are an independent dispute resolution service. Their role is to arbitrate on disputes between Onestream and our customers in scenarios where a resolution has been elusive, after a period of 8 weeks from the date of your initial complaint.
CISAS
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/