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Customer Service

Complaints Policy

Cranberry Communications Complaints Policy

Cranberry Communications Ltd is committed to providing high-quality service to all our clients. While we may not provide all of the component parts of the services ourselves, we do take responsibility for the services delivered to you. We will liaise with our providers to ensure that any problems with their services are resolved promptly.

When something does go wrong, you need to be able to tell us about it so that we can resolve it for you and ensure our standards are improved.

If you have a complaint:

In the first instance please contact our Customer Service team:

Email
support@cranberry.co.uk

Telephone
01553 666111 option 2

In writing­
Cranberry Communications Ltd
78 Chapel Street
King’s Lynn
Norfolk
PE30 1EF

 

What will happen next?

If you contact us by telephone, our team will ask for details of the complaint and may try to resolve the matter whilst on the phone. If you make a complaint via email or letter, you will receive an acknowledgement confirming how and when we will deal with the matter. If the complaint relates to a technical matter, a ticket will be raised on our database.

We will try to resolve your complaint quickly and efficiently and keep you informed of progress. However, if the matter is not resolved within 3 working days, it will be escalated to a Director. Depending on the nature of the complaint, this escalation could take place sooner. At this stage a Director will contact you to confirm the necessary steps to resolve the complaint, and what the timescale for this is. A workaround may be offered which would be confirmed by email.

If you’re not satisfied with our response, or if a complaint has not been resolved after 8 weeks, you may refer the complaint by post to: www.Ombudsman-Services.org
3300 Daresbury Park, Daresbury
Warrington
WA4 4HA

or call Communications:
0330 440 1614

If you have any questions about this policy, please contact us on 01553 666111 or email support@cranberry.co.uk