Complaints code
Ikon Comms Limited, trading as My Chat
We want every customer to be happy with My Chat. If something isn't right, please tell us - we'd much rather know so we can fix it. This code explains how to complain and what we'll do. It's free to complain, and complaining won't affect how we treat you.
1. How to complain
- Phone: 01494 853 113
- Email: helpme@my-chat.co.uk - please put "Complaint" in the subject
- Post: Complaints, My Chat, Ikon Comms Limited, 20-22 Wenlock Road, London, England, N1 7BU, United Kingdom
Please tell us your name, your My Chat phone number or account reference, what went wrong, and what you'd like us to do to put it right. If someone else is helping you - a family member, friend or carer - they can contact us on your behalf once you've told us that's OK.
If you need this code or our replies in another format, such as large print, or you need extra help because of your circumstances, just let us know.
2. What we'll do
- We'll try to sort it straight away. Many problems can be fixed on the first call.
- If we can't, we'll confirm we've received your complaint within 2 working days, give you a reference, and tell you who is dealing with it.
- We'll investigate and aim to resolve it within 5 working days. If it takes longer, we'll keep you updated at least once a week.
- We'll explain our answer and what we've done to put things right. This may include fixing a fault, correcting a bill, an apology, or a refund or credit where that's fair.
3. If you're still not happy
If you're not happy with our answer, ask for your complaint to be reviewed by a manager. We'll reply within 5 working days.
4. Independent help: free dispute resolution
If we haven't resolved your complaint within six weeks of you first raising it, or we've told you in writing that we can't resolve it (a "deadlock letter"), you can take it to our independent dispute resolution scheme. It's free for you, and its decision is binding on us if you accept it.
We're a member of CISAS (the Communications and Internet Services Adjudication Scheme) (cedr.com/consumer/cisas).
When your complaint reaches six weeks, or if we reach deadlock sooner, we'll write to you to tell you about your right to use the scheme.
5. Keeping records
We keep a record of every complaint and what we did about it for 2 years. We use complaints to improve our service.
6. Ofcom
Ofcom regulates phone companies but can't deal with individual complaints. You can find advice on its website, ofcom.org.uk.