Complaint code
If you are not happy with the service that we provide, you can let us know by making a complaint via any of the following methods.
If you are a reseller, channel partner or direct customer
- You can visit the following and complete the form:
- Ring this number, 01616602350 and speak to either the support team or the accounts team.
- By email to accounts@pack-net.co.uk
- By starting a online chat from within the Metis portal or from the Packnet website
- Write to us at;
- Packnet Ltd, Daresbury Innovation Centre, Keckwick Lane, Daresbury, WARRINGTON, WA4 4FS
When making your complaint, you should quote all of the following:
- Company Name
- Company Address
- Contact Name
- Contact Name Job Title
- Contact email and or phone/mobile
- Metis Account number
- Details of your complaint
Packnet Complaint Handling Process
- In all circumstances, we will try to fix the issue straight away. If that's not possible, then we will assess the issue and advise how long it will take to resolve the problem. We will also tell you when you can expect an update.
- If you are unhappy with our initial attempt to resolve the issue, you can request that the complaint be escalated to a more senior member of the team. They will then try to resolve the problem and keep you updated as to the progress of your complaint.
- If our response doesn't meet your expectations, you can escalate again. At this point we will review the entire complaint process and provide our final complaint outcome.
- Once we have fixed the problem, we will close the complaint. We will also close a complaint if we have tried to contact you but haven't gotten a response for a period of one calendar month. If you wish to continue to pursue the complaint at this point, you have the following option.
- You can involve the ombudsman using the Alternative Dispute Resolution scheme. Packnet is a member of the Communications Ombudsman. To use the Alternative Dispute Resolution scheme, visit: www.commsombudsman.org, or phone: 03304401614, or write to them at Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU