Complaints code

We want you to be happy with Olatti. If something is not right, please tell us, and we will do our best to put it right quickly and fairly. This code explains how to complain, what we will do, how long it should take, and what you can do if you are still not satisfied. It applies to all our customers, and we give small business customers and other eligible customers the additional rights set out below, including access to an independent ombudsman. Olatti is a service of We UC Ltd.

1. How to complain

You can raise a complaint with us in whichever way suits you best:

• By email: complaints@olatti.com
• By phone: 0333 043 6600, during our normal support hours
• By post: Complaints, We UC Ltd, Ariadne House, Town Quay, Southampton, SO14 2AQ, United Kingdom

To help us deal with your complaint as quickly as possible, please include your account or company name, the best way to reach you, and a clear description of what has gone wrong and how you would like us to put it right.

2. What we will do

• We will acknowledge your complaint promptly, normally within one working day, and tell you who is handling it.
• We will investigate fairly, keep you updated on progress, and aim to resolve most complaints within a few working days.
• If we need longer because the issue is complex, we will explain why and give you a realistic timescale.
• Once we have looked into it, we will tell you our decision and the reasons for it, and what we will do to put things right where appropriate.

3. If you are not satisfied with our response

If you do not agree with our response, please tell the person handling your complaint and ask for it to be reviewed. We will escalate it to a senior member of the team, who will take a fresh look and respond to you. We will always try to reach a resolution with you directly first.

4. Independent dispute resolution (ADR)

If you are a small business customer (generally one with no more than ten employees), or another customer eligible for the scheme, and we have not been able to resolve your complaint within six weeks, or we have sent you a letter saying that we have reached deadlock, you can ask for your complaint to be reviewed independently and free of charge by our Alternative Dispute Resolution (ADR) scheme. Six weeks is the point set by Ofcom's rules at which you can take an unresolved complaint to ADR.

Our ADR scheme is the Communications Ombudsman, which is approved by Ofcom. It is independent of us, and we are bound by its decisions. You can contact the Communications Ombudsman at commsombudsman.org, by phone on 0330 440 1614, by email at enquiry@commsombudsman.org, or by post at Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU. Using ADR does not affect your legal rights.

5. Extra help if you need it

If you need extra support to make a complaint, or would like this code or our correspondence in an alternative format, please let us know and we will do our best to help. We treat anyone in a vulnerable situation with particular care.

6. Our details

We UC Ltd, trading as Olatti. Registered in England and Wales, company number 15200847. Registered office: Ariadne House, Town Quay, Southampton, SO14 2AQ, United Kingdom. VAT number 479947117 (GB479947117).