UK Customer Code of Practice
This Code of Practice sets out how Aircall handles complaints from its customers. It explains how to make a complaint, what steps Aircall will take to resolve it, and what you can do if you remain unsatisfied.
1. Purpose and Scope
This Code applies to customers who subscribe to Aircall's communications services and are billed by Aircall UK Ltd.
In this Code, the "Customer" is sometimes referred to as "you" or "your".
Changes to this Code will be made in accordance with any regulatory requirements issued by the Office of Communications (Ofcom). The current version is always available on Aircall's website. You may also request a copy at any time, free of charge.
2. How to Make a Complaint
You can make a complaint through any of the following channels:
Phone: +44 20 3318 7154
Post: Customer Support Team, Aircall UK Ltd, 8 Devonshire Square, London, EC2M 4PL, United Kingdom.
Email or web form: support@aircall.io / support.aircall.io
3. What Happens Next
Once we receive your complaint, we will investigate it and take active steps to resolve it to your satisfaction. We will tell you the process we will follow and the timeframe in which we expect to investigate your complaint. We will keep you informed of progress and notify you of the outcome.
We will endeavour to resolve your complaint as quickly as possible and in any event within 6 weeks where reasonably practicable of the date we first receive it.
If we conclude that we are unable to resolve your complaint to your satisfaction and do not intend to take any further steps, we will send you a deadlock letter at that point. You will then have the right to refer your complaint to our Alternative Dispute Resolution scheme immediately.
4. If Your Complaint Remains Unresolved
If your complaint is not resolved or if you receive a deadlock letter from us, you have the right to refer your complaint to CISAS at no cost to you.
Aircall is a member of the Communications & Internet Services Adjudication Scheme (CISAS), administered by the Centre for Effective Dispute Resolution (CEDR):
CISAS — Centre for Effective Dispute Resolution
Tel: 0207 520 3814
Email: cisas@cedr.com
Post: CISAS, 100 St Paul's Churchyard, London EC4M 8BU
Website: https://www.cedr-assist.com/consumer/cisas/overview/
CISAS is entirely independent of Aircall.