Customer Feedback Procedure

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 (either via email or letter)
Through customer survey

Positive Feedback

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

You can raise your dissatisfaction via email, or by calling us on 020 8545 8545.

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 root of issues, sort them and ensure they never happen again.

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 clients with a written code about our complaints handling procedures in a clear and transparent manner.

DOWNLOAD OUR COMPLAINTS PROCEDURE