AEM Systems (Yorkshire) Ltd
The Junction Office Space, Charles Street, Horbury, Wakefield, WF4 5FH
01924 263370 – [email protected]
Version 1.0 – effective from 8 November 2026 – next review November 2027
1. Our promise
We want to get things right. If you are unhappy with our phone service, please tell us. We will listen, look into it properly, and try to put it right quickly.
Making a complaint is free. It will not affect your service.
This code covers the phone services we provide, including desk phones, cordless (DECT) handsets, the softphone app, phone numbers, call diverts, number porting and phone billing.
2. How to complain
- Phone: 01924 263370
- Email: [email protected] – please put “Complaint” in the subject line
- Post: Complaints, AEM Systems (Yorkshire) Ltd, The Junction Office Space, Charles Street, Horbury, Wakefield, WF4 5FH
Please tell us your business name and your name, the phone number(s) or account the complaint is about, what went wrong and when, and what you would like us to do to put it right.
Someone else can complain for you (for example a colleague or adviser) if you tell us you are happy for them to do so.
Need help or a different format?
If you need this code or our replies in another format, such as large print, or a different way of contacting you, just ask. If you are deaf, hard of hearing or speech-impaired, you can call us through Relay UK using the Relay UK app (relayuk.bt.com) or a textphone, with our number 01924 263370. If you’re on our phone service, dial 0870 240 9598 first and then use the Relay UK app (the 18001 prefix can’t be dialled on our service). Calls to that number are free.
3. What happens next
- Log it: we record your complaint and give you a reference number, the same day.
- Acknowledge: we confirm we have received it, who is dealing with it, and when you will next hear from us – within 1 working day (phone or email) or 3 working days (post).
- Investigate: the person handling your complaint looks into what happened. If we need more information, we will ask.
- Respond: we tell you what we found and what we will do, within 5 working days for most complaints. If it will take longer, we will tell you why, give you a new date, and update you at least every 5 working days.
- Fix: we put things right, for example a fix, a credit or an apology, as agreed with you.
Many complaints can be sorted out on the first call. If so, we will still record it and confirm what we agreed.
Service faults (for example, no calls coming in) are handled as urgent support tickets straight away. You do not need to wait for the complaints process to get a fault fixed.
4. If you are not happy with our response
- First level: our support team handles your complaint.
- Second level: if you are not happy with the answer, ask for it to be escalated. A senior member of the team will review it and reply within 10 working days.
- Final level: if you are still unhappy, the complaint goes to our Managing Director, Andy Maxey, who will review it and send you our final response.
You can ask to escalate at any stage.
5. Final response and the 8-week rule
We aim to resolve every complaint well within 8 weeks. If we cannot agree a solution, we will send you a final response letter (sometimes called a deadlock letter) saying we cannot do any more, and telling you about your right to take your complaint to independent dispute resolution.
You can also go to independent dispute resolution if 8 weeks have passed since you first complained and your complaint has not been resolved, even if we have not sent a final response letter. We will write to you at 8 weeks to remind you of this.
6. Independent dispute resolution (ADR)
Ofcom-approved Alternative Dispute Resolution (ADR) is independent of AEM and free for you to use. It is available to small business customers with 10 or fewer employees and to residential customers. You can use it after 8 weeks from your first complaint, or sooner if we send you a final response letter. We will give you the scheme’s contact details at that point, or whenever you ask.
If the scheme decides in your favour and you accept the decision, we must do what it says. You do not have to use the scheme, and using it does not affect your other legal rights.
7. How we keep records
We record every complaint, including the date received, what it is about, what we did, and the outcome. We keep complaint records for at least 12 months after the complaint is closed, and use them to spot recurring problems and improve our service. We handle your personal information in line with our privacy policy.
8. Where to find this code
On this page, in your phone service contract and contract summary, and as a free paper copy on request: call 01924 263370 or email [email protected].
9. Changes to this code
We review this code at least every 12 months, and when Ofcom’s rules change. The current version is always on this page.
