Flow Complaints Procedure | Flow

Flow Complaints Procedure

Introduction

At Flow we are committed to providing our customers with the best possible level of service.We realize,, however, that sometimes we get it wrong, and when we do, we want to hear from you so that we can resolve the problem as quickly and efficiently as possible. To this end, we have developed a Complaints Procedure which explains who you should contact and what to do if you have a complaint about our services.

Contacting Us
You can call into either of our stores at Flemming house in Road Town or in The Valley in Virgin Gorda and speak directly with a Customer Service Representative. Our opening hours are as follows:

Road Town - Mon-Fri, 8:30am-5:30pm Sat, 9am-2pm Sun, Closed
Virgin Gorda - Mon-Fri, 8:30am-4pm Sat-Sun, Closed

Alternatively if you can't make it to one of our stores you can contact our Help Centre on 1800 804 2994.

If you would prefer to write to us instead, please address your letter to: Head of Customer Service, PO Box 440, Flemming House, Fleming Street, Road Town, Tortola.

How we will deal with your complaint When you contact us, we will normally ask you to give us the following information in order to deal with your complaint as efficiently as possible:

Name, contact phone number and postal address
Account Number
Nature of the complaint (including all relevant details). You can give this information to us in person, over the phone or in writing.

Your name and account number should be used in any subsequent follow up conversations or correspondence as a reference for your complaint.

We will make every effort to resolve your complaint when you first contact us. However this is not always possible and we may have to investigate your complaint further. Whatever your complaint we will give you our initial response to it no later than 5 working days from your first contact. We aim to resolve the issue within a further 10 days, a total of 15 days.

If you are unhappy with the way in which you complaint has been handled, you should ask to have it addressed by the Head of Customer Service in Flow BVI. The Customer Service Manager will commit to responding within a further 5 days.

If you are still unhappy with the way in which your complaint has been handled, you should ask to have it addressed by the General Manager who will also respond within 5 working days.

Should we realize early on in the process that your complaint will take longer to deal with, we will notify you immediately and also provide, where possible, an expected date for resolution.

If you are still not Happy

Should you remain unhappy with the outcome of the procedure, your next step will be to refer your complaint to the Telecommunications Regulatory Commission of the British Virgin Islands (TRC). You can review the TRC complaints procedure online at www.trc.vg. Despite having exhausted our own procedures, we will of course work with the TRC in respect to your complaint.