complaints.
We are GuernseyTel Ltd (“GuernseyTel”)
Our website addresses are: https://guernseytel.com, https://taxiesim.com, https://courieresim.com, https://roaming.gg and https://roaming.je.
Our Complaints Policy
Our commitment is to deliver a high quality level of service and support to all of our customers at all times.
In the event that something goes wrong, or we make a mistake, we encourage you to tell us about it. Not only will this help us to resolve your issue but we can also learn from any mistake and improve our standards for the future.
Our Complaints Process:
If you have a complaint, the first step is to formally notify us of your issue. You can contact us via the Contact Us page.
Once we have received your complaint, it will be passed to a director of the company who will respond to you within two (2) working days. Following this response, we will attempt to resolve any outstanding issues immediately, although please do bear in mind that if we require any action from you or our internal departments as the network operator, this will be subject to our SLA’s and Terms of Services in relation to the products or services involved.
Complaint Escalation:
In the unlikely event that we are unable to resolve your issue or you are unhappy with our response, then you are able to escalate your complaint to the the Guernsey Competition & Regulatory Authority at:
https://www.gcra.gg/consumers/make-complaint; and
Further Independent Escalation:
If neither GuernseyTel or the GCRA are unable to resolve your complaint,
you are entitled to escalate your complaint to Trading Standards (Guernsey):
Email: [email protected]
Mail: Trading Standards, Longue Rue, St Martin’s, GY4 6HG