How do I make a complaint?
dmClub wishes to run a high quality and ethical business. We have all experienced the impersonal unhelpfulness of some communications companies. dmClub staff have been trained to give reasonable and professional assistance to customers and to report ideas and suggestions to management and we are always keen to take your feedback and suggestions on board.
Sometimes customers may feel that there is room for improvement (either by positive suggestion, or complaint). In this case the customer may wish to submit a formal complaint. The formal complaints investigation procedure is a "last stop" guarantee that ensures that the customer's voice is heard in a clear and cogent manner at the top level of the Club.
Formal Complaint Procedure
The following formal complaint/investigation guidelines are provided in cases when the dmClub supervisor has been unable to resolve a problem with a customer;
Step 1: Advance Notification
When a customer has indicated to us that they wish to raise a formal complaint, we will send them Advance Notification of our Formal Complaints Procedure in writing, by fax or email. If they wish to proceed with the complaint they are required to notify us in writing of their acceptance of the Formal Complaint Procedure.
Step2: Agreement on Process
Once the customer has accepted the formal investigation procedure (in writing, by fax or email) they will have 14 days in which to make a formal submission of their complaint.
Step 3: Formal Submission
Formal submission should contain as much detail as possible of the nature of the complaint, including all appropriate information such as
- Dates
- Times
- Any relevant technical information
- Relevant dmClub Service Packages
- Relevant dmClub Accounts
This formal submission must be made in writing by email or fax, and posted to us with signature, on company letterhead with company ID where applicable.
Step 4: Acknowledgement of formal submission
Upon receipt of the formal complaint Digital Mail will acknowledge the submission in writing by email (with copy in post) and provide the name of the investigator within two working days.
Step 5: Initial Assessment:
Within five working days of the investigator being appointed, an initial assessment of your case will be prepared. No conversation with the investigator is allowed until initial submission of assessment of facts is complete. We will notify you of the results of the initial assessment in writing, by fax or email.
Step 6: Additional information and counterpoints
Additional information pertaining to your case and counterpoints can be provided in writing by fax or email and sent by post.
Step 7: Findings
This is the final stage of this procedure where we provide the customer with the findings of our investigation.
Where to send a formal complaint
Email: support@dmclub.net
Fax: + 44 20 7060 2001
Postal Address:
dmClub Complaints
Tangerine Telecom Ltd
Pettetts Barn
Hinxton
Saffron Walden
CB10 1RF
Tips for quick resolution of your complaint
- State the facts (see FAQ below). Provide previous support ticket numbers (we may request a fax/email copy of these).
- Please provide as precise as possible a reference to any documents or technology mentioned in relation to matter.
- Gross exaggeration, mis-statement or discourtesy may lead to rejection.