1. Introduction

Audra Solutions Limited places a high value on providing the finest customer service possible. So, if you ever believe we have fallen short of this standard, please let us know. We'd love to work with you to make things right, and we'll always attempt to utilize your comments to make things better for future customers.

This Code explains how to file a complaint and how to take it further if necessary. It applies to Audra Solutions Limited's broadband and firewall services.

We are mandated to disclose our Customer Complaints Code, which describes how we will assist if something goes wrong. Please let us know if you'd want a copy of this code emailed to you. We can also provide it in accessible forms such as big print, braille, or audio for free if you request it when you contact us.

2. Contact us

We hope you won't need to contact us to file a complaint, but we recognize that things don't always go as planned and that you may require further assistance to resolve a problem. We'll do all we can to make things right so you can continue using our services.

If you believe we have not paid adequate compensation under the Automatic Compensation program, please let us know and we will follow this procedure to see if we can remedy the situation.

How to Contact Us

You could discover that going online to carnivalinternet.co.uk is the quickest approach to receive the answers you need. Our support sections provide information on how to alter your plan, as well as valuable links to resolve any difficulties with your service, and can be found at help.carnivalinternet.co.uk.

There are three simple methods to contact us. Please remember to include your account number, address, and contact information so that we can get back to you as soon as possible.

By Phone

Call our Customer Care staff at the numbers listed below. We'll try our best to address your issue over the phone, but occasionally we'll need to dig further, and achieving a resolution may take longer.

Using a web form

A link to our online form may be found on our contact us page. Fill out the form to tell us what went wrong and what we can do to make things right for you. We constantly strive to address concerns in the first instance and react within 5 working days, however this isn't always possible.

It might take up to 22 working days in some situations. This is determined by the concerns you've mentioned, as we always strive to give your feedback the attention it deserves. Please ensure that you answer the Data Protection (DPA) questions correctly to assist expedite this procedure.

By postal mail

3. Procedure for resolving complaints

We investigate every complaint and strive hard to fix issues to your satisfaction.

We'll notify you as soon as we believe we have a solution. This might be on the initial conversation if we can resolve problems there and then, or if we can't, we'll contact you again to let you know.

Unless otherwise specified, we will always attempt to contact you to ensure that we have a better understanding of your concerns. If you prefer to communicate by phone, please provide us with the best phone numbers to contact you at. If we miss you, we'll text you our phone number so you may call us back when you're available within our business hours.

If we are unable to meet with you about your complaint, we will write to you with the results of our investigation and our plans to make things right. We'll leave your complaint open for 22 working days so you may contact us again if you think there's something we missed. If we haven't heard from you within 22 working days, we'll consider your problem addressed and close your complaint.

If you don’t feel your complaint’s been resolved:

Most problems may be swiftly and easily remedied by contacting one of our Customer Service representatives. Our advisers will do everything possible to address your problem, but, if necessary, they will escalate your call to their manager. A manager may be available to speak with you right away, or they may call you back at a time convenient for you. Please let us know which daytime and nighttime contact numbers work best for you if the manager has to call you back. If you are satisfied that our adviser or manager has done everything possible to remedy your issue, we will close your complaint and always notify you of the conclusion in writing.

If you have a complaint about a financial product, such as a Freestyle Device Credit Agreement, we will always respond in writing.

If you've met with a Executive/ Sr. Executive and your issue hasn't been handled, you can request that it be reviewed by a Manager. The Manager will conduct a thorough, unbiased evaluation of your complaint and respond in writing. If, after going through the preceding steps, you are still dissatisfied with the outcome of your complaint, you can submit it to an independent adjudicator.

4. Independent adjudication

If your complaint has not been addressed within 44 working days, you may decide to refer it to an independent adjudicator: