Complaints

RealCalls Complaints & Dispute Resolution ProcedureComplaints and Dispute Resolution

Should you feel that our service has not met your expectations you may wish to raise a complaint.

To contact us about a problem you can either email support@realcalls.com or call us on 020 33976 888 (9am to 5pm, Monday to Friday) and we’ll try to resolve your problem on the call or agree a plan of action.

In the unlikely event that you still feel that your complaint has not been resolved to your satisfaction, please send an email to complaints@realcalls.com outlining the issue and we’ll fully investigate the problem and get back to you within 48 hours.

If you are still unhappy with the outcome, after a period of 8 weeks or if we’ve investigated the problem fully but reached a deadlock, you have the option of referring your complaint to CISAS for independent consideration.

CISAS will make an independent decision based on the merits of your complaint.

CISAS can be found here: http://www.cisas.org.uk/

How does CISAS handle my complaint?
CISAS will act as a post box and collect information from you and the company. They will then appoint an independent adjudicator who will read the documentation and make a decision. If the adjudicator requires any additional information they may contact you by telephone, email, post or fax and the information will be copied by the adjudicator to the other party.

What if I don’t like the decision made by CISAS?
If you are unhappy with the adjudicator’s decision you may reject it. The adjudicator’s decision only becomes binding if you accept it within six weeks of being told what the decision is. The decision cannot be appealed, only accepted or rejected by you – if you accept it the company has to take the required action.

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