Complaints
Our process.
Complaints
Our process.
You can either email us directly using complaints@wavecrest.com, via the “contact us” form below, or link in your app, or you can write to us at:
Wavecrest Networks Limited
Lomeshaye Business Centre,
Unit 103,
1 Turner Road,
Nelson,
BB9 7DR
England
All you have to do is add Complaint to the title of your email or letter.
As soon as we receive your complaint, we’ll try to sort it out straight away. If we’ve made a mistake, we’ll say sorry and let you know what we’ll do to put things right
We aim to have an outcome within 10 working days but sometimes we need more time to investigate if more information or technical support is required, in which case we’ll keep you informed and let you know as quickly as possible.
If your complaint cannot be resolved or we are unable to agree a solution, you can ask us to take the complaint to a review stage for a full and final independent review. This will be done by the Customer Service Manager.
You will need to let us know why you would like to escalate your complaint and what we could have done differently in the initial review.
We will do our best to let you know the final outcome within 20 working days following your request to escalate.
If you are still not satisfied with the outcome of your complaint, you can register a complaint with the relevant app store from which you downloaded your app.
Wavecrest is allocated number ranges by Ofcom and we assign these numbers to other businesses who may then allocate, assign or sell them to their own subscribers. Unfortunately, some individuals misuse these numbers for illegal purposes.
We want to make it clear that Wavecrest does not make these calls and we are strongly opposed to any misuse of numbers.
We perform due diligence on all of the companies that we work with, but we are not allowed to have details of their end-user subscribers.
If we learn of any instance of illegal activity using one of our numbers, we take immediate action. We contact the company that we assigned the number to and instruct them to suspend the associated account and any other accounts linked to the number holder. We also block that number on our network, although some calls may still pass through other networks.
If you have been the victim of an abusive or scam call from one of the numbers allocated to Wavecrest:
Wavecrest is a telecoms company registered with Ofcom and is a member of the Telecommunications UK Fraud Forum (TUFF).