Complaints & Alternative Dispute Resolution (ADR) Policy

At technologE, we aim to deliver excellent service across all of our products. If something goes wrong, we want to resolve it quickly and fairly. This policy explains how to raise a complaint, how we handle it, and your rights to escalate if you are not satisfied.

 

1. Who this applies to
• This policy applies to all technologE customers.
• Some smaller businesses (sole traders, partnerships with fewer than four partners, and not-for-profit organisations) 
may be treated as regulated businesses under Ofcom or FCA rules.
• Different escalation routes apply depending on whether your complaint is about telecoms/IT services or finance/credit broking activity.

 

2. How to make a complaint
You can raise a complaint in any of these ways:
• Phone: 03330 153 610
• Email: complaints@technologe.co.uk
• Post: technologE Ltd, 3000 Aviator Way, Manchester Business Park, Manchester, M22 5TG
Please include:
• Your account or order number,
• A short description of the issue,
• Any steps you’ve already taken to resolve it.

 

3. What happens next
• Acknowledgement: within 2 working days (or within 5 business days for finance-related complaints, per FCA 
rules).
• Resolution: we aim to resolve within 10 working days (telecoms/IT) or within 8 weeks (finance-related).
• Deadlock: if we cannot agree on a resolution, we will issue a Deadlock Letter confirming our final position.

 

4. Escalation routes
(a) Telecoms, IT & Managed Services complaints
If unresolved after 8 weeks, or after a Deadlock Letter, you may escalate to our approved ADR provider:
Communications Ombudsman
• Website: www.commsombudsman.org
• Phone: 0330 440 1614
• Email: enquiries@commsombudsman.org
This service is free, impartial, and binding on technologE.
(b) Finance or Credit Broking complaints
technologE may act as a credit broker or introducer for third-party lenders who provide finance for equipment or services. We are currently pending registration with the Financial Conduct Authority (FCA) for this activity.
If your complaint relates to our credit brokering activity:
• We will handle it under the FCA’s complaint-handling rules (DISP).
• If unresolved after 8 weeks, or after receiving our final response, you may escalate to:
Financial Ombudsman Service (FOS)
• Website: www.financial-ombudsman.org.uk
• Phone: 0800 023 4567 or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
The Financial Ombudsman Service is free and impartial. Their decisions are binding on technologE but not on you.

 

5. Complaints about third-party suppliers
Where your contract is directly with a third-party provider (for example, SaaS vendors or finance providers):
• Complaints about that service or agreement should be raised with the supplier directly under their complaints 
process.
• Complaints about technologE’s own conduct (e.g. how we introduced the service or managed your account) 
remain covered by this policy.

 

6. Regulatory compliance
• technologE complies with Ofcom’s General Conditions for telecoms/ICT services (GC C1, C3, C7).
• technologE is in the process of completing registration with the FCA for credit broking activity. Until this is finalised, complaints relating to finance will be managed in partnership with the regulated finance provider.

 

7. Keeping this policy up to date
We review this policy regularly. The latest version will always be available on our website or on request.