Countryside Connections is a family-run company based in Monmouthshire. Our aim is to deliver high speed, super reliable broadband to hard-to-reach areas for an affordable price.

Marketing Material

We will ensure that all marketing material and pricing information is easy to understand and presented in an accurate, up-to-date and transparent way.

Customer Safety

Where possible, we will help customers to understand how to best protect themselves and their devices online via guidance and encouraging use of technical tools.

Complaints Handling

OFCOM has set out clear guidance for Electronic Communication Services providers. They require an accessible, clear and effective Code of Practice for Complaints Handling with access to the ADR (Alternative Disputes Resolution process).

With this in mind, Countryside Connections aim to deliver reliable customer service and support for all customers. Any issues that occur will be dealt with in a timely manner with our best efforts.

Step 1 – Contact us with any issues/complaints via our contact form, by email, letter or telephone. Our Customer Services Team Member will take all your details. Your complaint will then be investigated and resolved where possible – quickly and efficiently. Most cases can be resolved directly via the Customer Services Team Leader but where this is not possible the issue will be escalated to the Managing Director for further action.

Step 2 – The cause of the complaint will be examined and you will receive an initial response within two working days. This response will include a summary of the actions we will take to investigate along with a schedule to resolve any issues. This will likely include a visit from an engineer.

Step 3 – If you do not deem the response to be satisfactory then you may ask the Team Member to escalate your complaint. This will go straight to the Managing Director who will respond within 10 working days.

Step 4 – If you are not satisfied with the progress of your complaint then you may begin the Alternative Dispute Resolution (ADR) process. This is operated by the Ombudsman who assess cases for consumers and small businesses and make judgements on the issue. Visit www.gov.uk/government/publications/alternative-dispute-resolution-for-consumers for further guidance.

Countryside Connections Contact Information

Address

Coed Cefn Lodge
Tregare
Monmouth
Sir Fynwy
NP25 4DT

Telephone

01291 606123

Email Address

enquiries@countryside-connections.co.uk

If you require a hard copy of this code, please ask us to post one to you.