Customer Complaints Code

We are committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers to understand their concerns and respond appropriately.

We accept that things can go wrong on occasion but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

A copy of this complaints code can be provided free in hardcopy or emailed upon request.

How to raise a complaint

In the first instance you should contact our Customer Services team using one of the below contact methods:

Call: 0161 503 1000
Email: billing@intellect-comms.co.uk
By post:

Complaints Team
iNTELLECT Communications
20-22 WENLOCK ROAD
LONDON
ENGLAND
N1 7GU

One of our helpful customer service advisors will be happy to capture the details of your complaint and will aim to provide an agreeable resolution within five working days. To help us reach a resolution as quickly as possible, please ensure you provide us with the following information:

  • Your Intellect Account Number
  • A contact telephone number and or email address
  • As much detail as you can provide about the issue
  • What you feel we can do to fairly resolve the matter

In the majority of cases we have found we are able to quickly resolve any dissatisfaction, however if you remain unhappy once we have provided our initial response, a senior member of the team will review the situation and make contact with you to discuss if anything further can be done to resolve your complaint, they will aim to provide a satisfactory resolution within a further five working days.

If you still remain dissatisfied after a senior member of the team has reviewed your complaint, a member of our Escalations team will carry out a further review.

Should we be unable to provide a suitable resolution at this stage – or if eight weeks have passed since your initial complaint – then, we will provide you with an Alternative Dispute Resolution (“ADR”) letter or email outlining our final position. Subject to eligibility, your ADR letter/email will allow you to refer your complaint to Ombudsman Services: Communications.

Ombudsman Services: Communications

Ombudsman Services: Communications provides an independent service to domestic or small business customers (10 employees or less) who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within 12 months of receipt of an ADR letter or email.

Our Technology Vendors


We work with a range of customers and have a wealth of experience in providing the best telecomms solutions.

Having looked around the market we decided to go with Intellect because of the price and the service/support package, Adam made sure we covered all areas including customer facing branded WiFi and we haven’t looked back since.

Carl Taylor - Director

The Barclay

Faultless service and price. We have used Intellect Comms coming up to 12 months and had zero issues or problems. I would personally like to thank Adam for the implementation stage as it was flawless and pain-free.

Chris Gibson - IT Manager

Please Hold UK ltd

Having had a complete nightmare with our previous provider Adam came in to see us and immediately saw where we were going wrong, he promised that moving to iNTELLECT would make a real difference and save us from the nightmare we had been in.
We took his advice and have never looked back since, our telecoms now work perfectly and so too is the after care. All of this is in addition to the savings we have made since leaving BT. These guys are super qualified and are super reliable.

Justine Maxted – IT Manager

Celsius Graduate Recruitment

Adam helped us at a time when we were really struggling with our previous telecoms supplier, having lost service Adam showed us a new solution which we migrated all our services over to have never looked back since. All in all they were a very helpful team and I would recommend to all.

Dean Holmes - Commercial Director

Freshmist

Ben and the guys at Intellect were professional, cost effective and have always been very responsive whenever we have needed to make contact. Very happy with the service and would recommend to all.

James Hall - Managing Director

Posisoft

Daniel helped us deliver a connected solutions between our sites, it was also cost effective. The service we have is great.

Francesca Stefanuto - Operations Manager

San Rocco Restaurants Group

Thanks to Adam and the guys at Intellect we now have a perfect Telephone system that works. We were recommended to Intellect by a customer of ours after we had a terrible experience with another telecom provider. Now we have a super fast leased line and the added ability to work from home via the Cloud telephone system we purchased from Intellect.
All round perfect service and excellent technical knowledge from the guys at Intellect Communications.

Paul Roberts – Operations Director

Working Time Solutions