At Opus, we want to hear any feedback you want to give us. This can be good, bad or indifferent.

You can provide us feedback in several different ways –

In person
By telephone
In writing via email or letter
Through Customer Thermometer (Customers only)
Webchat (opustech.co.uk)

Positive Feedback

If you feel your Opus representative has provided you service excellence or demonstrated our core values from the below – please feel free to make us aware of this so we can award the individual.

Work Together To Win Together
Be Brave and Think Differently
Own It and Never Give Up
Strive To Be The Best
Stay Curious And Keep Learning

Each month the Service Delivery Management will assess the feedback and if it meets the above criteria, any staff mentioned will receive a gift as a gesture of appreciation.

Dissatisfaction Feedback

If you ever feel dissatisfied by the service provided to you by Opus, we want to hear it! We don’t want to shy away from feedback that will enable us to solve problems for our customers and make them happy.

We shall assign a case handler to these cases and ensure that each dissatisfaction is treated with care so that we can get to the route of issues, sort them and ensure they never happen again.

Feedback received via Customer Thermometer for Customer Cases

Following the conclusion of a case/project with Opus for our customers, you will receive a closure confirmation with an invitation to provide some feedback on how you felt your case/project was handled.

When you provide feedback via the customer Thermometer (Gold Service, Green Service, Yellow Service, Red Service) an automatic email is sent across to senior management.

Gold and Green Service emails are reviewed and if written feedback is provided about an individual this will be treated as a positive feedback case.

Yellow & Red Service feedback emails are reviewed and flagged to the Customer Experience Team to raise a Dissatisfaction feedback case. We shall then contact you and find where we could have improved and how we can ensure you are receiving the service excellence we strive to provide.

Complaint Handing and Dispute Resolution

We have produced this Complaints Code as part of our obligations under the telecommunications regulations and in accordance with Ofcom requirements. The overall purpose of the Code is to provide our stakeholders and clients with a written code about our complaints handling procedures in a clear and transparent manner.

Complaints

We take all complaints seriously and will do what we reasonably can to resolve the issue speedily and to the satisfaction of the stakeholder or client concerned.

Contact Us

We offer a variety of means of contact, depending on your needs at any point in time. The principal methods are detailed below:

Response Times

All disputes are logged, and we aim to acknowledge all disputes within 24 working hours. Your complaint will be investigated and a case handler assigned. If we cannot resolve your complaint within the first 3 working days, an agreed contact time will be made, and you will be updated regularly by us.

Stages to Resolve Your Complaint

Alternative Dispute Resolution

If we have not resolved your complaint to your satisfaction after 8 weeks or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through Ofcom.

Ofcom is an independent regulator, and their details are as follows:

Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Email: [email protected]

Website: http://www.ofcom.org.uk/

Tel: 020 7981 3040 or 0845 456 3040

Compensation

We have no rigid compensation process. If there is a circumstance where compensation would be appropriate, we would look at it upon its own particular facts and assess the applicable level of compensation. We do our utmost to ensure that we comply with all legislative and regulatory requirements. Any compensation will be paid as a credit to your account or otherwise as agreed.

Services for Disabled Customers

Opus will make special arrangements on a case by case basis. Examples would be the provision of this Code in Braille or in large print. Please contact us for assistance and further information if you require this document in Code in Braille or in large print, please see the contact details above.
A copy of this Code is available on our web site. However, if you would like us to post you a copy then please contact us, and we will happily send you one free of charge.

Review of this Code

If you have any specific comments on this Code, or would like us to consider specific amendments, corrections, or improvements in a future revision, then please do contact us.

Should you need to refer to our Whistle Blowing Policy, this is available on request.

Download this page as a PDF

DOWNLOAD OUR feedback procedure and COMPLAINTS PROCEDURE

Find out more about how Opus can add value to your business

Reigate Office

London Court
39 London Road
Reigate
Surrey
RH2 9AQ

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London Office

60 Cannon Street
London
EC4N 6NP