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Stride is a leading independent communications company servicing business customers for their entire voice and data needs
Complaints Procedure Code
At Stride customer satisfaction is fundamentally important to us and we are committed to addressing customer complaints as fairly and as quickly as possible. If you are dissatisfied with any aspect of our service, please contact us and we shall do our best to resolve the problem as quickly as possible. We operate a complaints procedure to help ensure that any complaints are dealt with to your satisfaction. If you are not able to make a complaint yourself, you can ask someone to make the complaint on your behalf.

How you can make a complaint:

You can contact us by email at complaints@stridecommunications.co.uk

You can also write to us at Stride Communications Ltd, James House, Mere Park, Dedmere Road, Marlow, Buckinghamshire, SL7 1FJ.

You can phone us on 0800 849 1555 between 9am and 5pm Monday - Friday. In the unlikely event that you are not fully satisfied with the way your complaint was handled during the call then you should put your complaint in writing to us either by email or post at the email and postal addresses set out above.

How we will handle a complaint

We are committed to handling any complaints as fairly and as quickly as possible. If you are unhappy with the way in which your complaint has been handled you can ask for it to be escalated at any point.

If you make a complaint by phone and your complaint cannot be resolved to your satisfaction immediately you will need to put your complaint in writing and send it to us either by email to complaints@stridecommunications.co.uk or by letter to Stride Communications Ltd, James House, Mere Park, Dedmere Road, Marlow, Buckinghamshire, SL7 1FJ.

We will respond to an email within 5 working days.

We will respond to a letter within 7 working days.

What you can do if you are not satisfied with the way your complaint has been handled

If your complaint has not been resolved by us to your satisfaction within a period of eight weeks, or if during the process of investigating your complaint you receive a deadlock letter from us notifying you that we can do nothing further to resolve your complaint, you have the option of referring your complaint to Ombudsman Services for independent consideration. Ombudsman Services will make an independent decision based entirely on the merits of your complaint. Contact details for Ombudsman Services are as follows:
Stride Communications is a member of Ombudsman Services which is approved by the communications regulator, Ofcom, for the handling of consumer disputes. Ombudsman Services is a free independent approved dispute resolution service and is set up to resolve customer disputes.
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