We do however appreciate that you may want to bring an issue to our attention and we have a complaints procedure that you can follow, should you need to.


Complaints Procedure

In the first instance, you can call us on 0843 289 4020 or email sales@invictel.co.uk
We take customer feedback very seriously and if we have not met your expectations we want you to tell us.
When you contact us, please make sure you explain what your complaint is about and give us details of what has happened, etc. We will also need your customer account details, along with your name, address and telephone number.

When we receive a customer complaint, our managing director will personally respond in writing to you. This usually takes up to 7 days, which gives us enough time to investigate the problem and then write our response to you.

Once you have received the reply from our managing director, we guarantee that your complaint will be resolved. We are proud of our customer service and our customers find that they dont ever need to complain to us, let alone escalate their complaint to an ADR.
But, from a legal standpoint and for your piece of mind, we also have an ADR system in place. ADR is also known as Alternative Dispute Resolution. Our ADR details are shown below:


Regulator: http://www.cisas.org.uk
Registered company name: EntaNet International Ltd*

*EntaNet is the wholesale supplier for Invictel Ltd


CISAS is a scheme, approved by Ofcom (the communications regulator), that individuals and small businesses can use to settle their disputes with companies that are members of the scheme (‘member companies’).
CISAS is a free, independent service. The only costs you might have to pay are for the phone calls you make to CISAS (at standard rates), photocopying, or postage costs associated with filling in the forms and providing documents. You are not responsible for any of Invictel’s costs.


Steps to register your complaint with CISAS:

Visit http://www.cisas.org.uk/ToApply-25_e.html to start the ADR process.

i) CISAS send the company a copy of your complaint and give them 14 days to respond.

ii) CISAS send you the company’s response and give you seven days to make any comments.

iii) Within three weeks of receiving your comments, the adjudicator will make a decision and CISAS will send it to you and the company.

iv) You must tell CISAS within six weeks whether you want to accept or reject the decision.

v) If you accept the decision, the company must keep to it.

vi) If you reject the decision, the company does not need to keep to it. You will still be able to take your complaint to court.

vii) If you tell CISAS that the company has not kept to the decision, CISAS will remind them and may take action against them.