Uplands OneTelco is committed to delivering a high standard of service and customer experience. We recognise that from time to time issues may arise, and we take complaints seriously as an opportunity to review and improve our services, processes, and customer relationships.

This policy outlines the process by which complaints may be raised, reviewed, investigated, and responded to by Uplands OneTelco Ltd.

This policy is intended as a guide to Uplands OneTelco’s complaints handling process and does not form part of any contract, service agreement, or legally binding obligation.

This policy applies to products and services supplied by Uplands OneTelco, including but not limited to:

• Mobile services
• IoT solutions
• Cloud phone systems
• Internet connectivity
• Managed services
• Billing and account management

This policy applies to business customers and authorised representatives engaging with Uplands OneTelco.

2. How to Raise a Complaint

Customers wishing to raise a complaint may do so using the following methods:

Email: support@uplands.co.uk
Telephone: 0800 240 0000

Post:
Uplands OneTelco Ltd
Villiers House, Charter Court
Swansea Enterprise Park
Swansea
SA7 9FS

To assist with the investigation process, customers may be asked to provide:

• Company name
• Contact details
• Description of the issue
• Relevant account or reference numbers
• Supporting documentation where applicable
• Desired outcome where appropriate

3. Complaint Acknowledgement

Uplands OneTelco will endeavour to acknowledge complaints within 2 working days of receipt where reasonably practicable.

Complaints will be reviewed and assigned to the appropriate department or representative for investigation.

Where a complaint has not been resolved within 4 weeks of receipt, Uplands OneTelco will provide a written progress update confirming the status of the investigation and the expected next steps.

Uplands OneTelco will endeavour to issue a written Final Response Letter within 6 weeks of receiving a complaint. Where a complaint cannot be resolved to the satisfaction of both parties, a Deadlock Letter will be issued confirming the customer’s right to escalate to independent dispute resolution where eligible.

4. Investigation Process

Uplands OneTelco will review the information provided and may:

• Investigate the circumstances surrounding the complaint
• Review relevant communications, systems, or records
• Liaise with suppliers, carriers, network operators, finance providers, or technology partners where required
• Request additional information where necessary

We aim to handle complaints fairly, proportionately, and professionally.

5. Resolution Timescales

Uplands OneTelco will endeavour to investigate and respond to complaints within the timescales set out in Section 4 of this policy: acknowledgement within 2 working days, a progress update where required by week 4, and a Final Response Letter by week 6.

Resolution times may vary depending on:

• The complexity of the matter
• Availability of relevant information
• Involvement of third-party suppliers, carriers, finance providers, or network operators
• Technical investigations or external dependencies outside of Uplands OneTelco’s direct control

Where appropriate, updates may be provided throughout the investigation process.

6. Escalation Process

If a customer remains dissatisfied following an initial response, the complaint may be escalated internally for further review.

Escalation requests should be submitted in writing via email or post using the contact details outlined within this policy. Escalations will be aim to be reviewed by a member of the senior management team and acknowledged within 1 working day of receipt, with a full response provided within 10 working days.

Escalation contact: Bethany Hooper, Head of Operations, b.hooper@uplands.co.uk

7. Alternative Dispute Resolution

Uplands OneTelco Ltd is a member of the Communications Ombudsman, an Ofcom-approved Alternative Dispute Resolution (ADR) scheme. The Communications Ombudsman provides a free, independent and impartial service for eligible customers who have been unable to resolve a complaint directly with their provider.

Eligibility: The Communications Ombudsman accepts disputes from business customers with 10 or fewer employees. Business customers above this threshold are not within the scheme’s remit; disputes for those customers are governed by the terms of the relevant service agreement.

Eligible customers may refer a complaint to the Communications Ombudsman where Uplands OneTelco Ltd has issued a Final Response Letter or Deadlock Letter and the customer remains dissatisfied, or where the complaint has not been resolved within 6 weeks of receipt. Referrals must be made within 6 months of the Final Response Letter. The scheme is free to use and its decisions may be binding on Uplands OneTelco Ltd.

Communications Ombudsman:

Website: www.commsombudsman.org/raise-dispute/uplands-mobiles-ltd
Tel: 0330 440 1614
Email: enquiry@commsombudsman.org
Post: Communications Ombudsman, PO Box 730, Warrington, WA4 6WU

8. Regulatory & Third-Party Services

Uplands OneTelco Ltd primarily supplies business-to-business services and remains committed to handling complaints professionally and transparently in accordance with applicable contractual and regulatory obligations.

Certain products and services supplied by Uplands OneTelco Ltd may rely on third-party suppliers, carriers, finance providers, network operators, software vendors, or infrastructure providers. As such, investigation and resolution times may be impacted by third-party processes or dependencies outside of Uplands OneTelco’s direct control.

Nothing within this policy shall be interpreted as:

• An admission of liability or fault by Uplands OneTelco Ltd
• Acceptance of responsibility for third-party service failures outside of our direct control
• A waiver of any contractual rights, limitations, or protections available to Uplands OneTelco Ltd

9. Continuous Improvement

Complaints may be reviewed internally to help identify:

• Opportunities for service improvement
• Process enhancements
• Training requirements
• Recurring operational issues

Customer feedback forms an important part of Uplands OneTelco’s ongoing commitment to improving customer experience and operational performance.

10. Policy Review

Uplands OneTelco Ltd reserves the right to amend this policy at any time where required for operational, legal, regulatory, or commercial reasons.

This policy will be reviewed periodically to ensure it remains appropriate and aligned with business operations and applicable obligations.

Document Title: Complaints Handling Policy
Company: Uplands OneTelco Ltd
Review Date: May 2027
Approved By: Bethany Hooper, Head of Operations