Write to us at Customer Care,Xoserve Limited, 65 Lansdowne Gate, Solihull, West Midlands, B91 3DL.
In all cases, please let us know your allocated three-letter shortcode in addition to your address, postcode and contact telephone number.
We aim to resolve all complaints within a few days. More complex complaints that require input from multiple industry parties may take longer to investigate and resolve.
If your concern does require more investigation, you can expect the following from us:
We'll get back to you with a verbal or written response within five working days, either to let you know we've fixed the problem or that we are investigating further
You'll be given the name and contact details of the person who is managing your complaint
If there is any delay in getting the information to you, we will keep in touch with frequent progress updates
The Customer Care team will do all they can to fully resolve your complaint
If you are unhappy with how your complaint has been managed, then you can get in touch with Customer Care Manager, Max Pemberton (firstname.lastname@example.org) who will investigate further over the next five working days and will work with you to resolve your issue.
If, after discussing your complaint with Max, you are still not fully satisfied, you can ask that your complaint be reviewed by Alison Jennings (email@example.com), our Head of Customer Experience.
Following this, we will contact you and send you a letter within two weeks to confirm our final position. Our response might include an apology, an explanation of what went wrong, or details of remedial actions we may be taking.