Complaints Policy

Version 1 – March 2021

We hope you never have the need to complain to Grain but, if you do, rest assured your complaint will be dealt with appropriately, meaning we come to a resolution with practical options, allowing you to make the most out of your service.

Problems or Concerns

In the first instance, please address any problems or concerns directly to Grain Customer Services. The team will work with the relevant colleagues to investigate your issue and communicate with you accordingly. We always try to call our customers to speak to them regarding their complaint, as this helps us better understand the problem, gather the relevant information, and ensures we resolve the problem as quickly as possible.

We may require you to send specific details regarding the faults on your service, your devices and other factors that may be impacting the service throughout your home. This is a key element of our troubleshooting process, so all complaints need to follow this process.

Next steps

If you are not satisfied with the response you have received from our Customer Service team thus far, you may wish to make a more formal complaint to our Customer Service Manager. This should be made in writing, via letter or email, to hello@grainconnect.com. The title of your email should state you wish to make a complaint, as well as your customer ID.

Our Customer Service Manager will review your complaint and respond within two working days. We aim to resolve all issues on first contact but, if an immediate solution cannot be achieved, you will be advised, and the department will respond with further details within five working days. All responses to complaints will, where possible, be made in writing and come from the department manager. Where relevant, some complaints may be redirected outside of the Customer Service department to be addressed. In these instances, the relevant departments will have access to your service information and will be able to resolve your problem quickly.

If you are still unhappy with the response you have received, you can ask for your written complaint to be escalated to a member of our Senior Management Team. They will review your case in detail, including all the correspondence between Grain and yourself, and will make a final written response to you within 10 working days.

Other options

We hope we are able to resolve your problem. If you feel this is not the case, and your issue has not been resolved, you can complain to Communication & Internet Services Adjudication Scheme of which we are a member. They will ask that, before speaking to them, you have evidence of raising your complaint with the broadband provider and that you have worked with them to help resolve the complaint. Further details can be found on their website: https://www.cedr.com/consumer/cisas/

Social media

In order to protect a customer’s information, such as their address, we do not use social media platforms for ongoing conversations. All issues raised via social media platforms will be handled offline, via telephone and/or email.

Feedback

If you do need to make a complaint to us, please be assured that that your feedback will be captured and used to help us deliver a better service in future. We are always looking for ways to improve our service and your feedback is vital in helping us continuously improve.

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