Complaints Ombudsman/complaints body Regulatory authority Complaints If you have a complaint about any aspect of your service, you can contact Colt by any of the below listed methods. Please provide the following information: The main details of your complaint Your Colt account or circuit number (existing Colt customers only); and Your name and telephone number Country Telephone Postal address UK 020 7390 7868 (Monday to Friday, 8:30am - 5pm) Customer Service Colt Technology Services Beaufort House 15 St Botolph Street London EC3A 7QN Austria 0800 880 990 +43 1 20 500 500 (Monday to Friday, 9am - 5pm) Colt Technology Services GmbH z.H. Kundenbetreuung Kärntner Ring 10-12 1010 Wien Belgium 0800 507 01 or +32 2 790 16 29 (24 hours) Customer Service Colt Technology Services nv Culliganlaan 2 H B-1831 Diegem Denmark +45 70 21 23 20 (24 hours) Colt Technology Services A/S Borgmester Christiansensgade 55 2450 København SV France 0811 650660 (Monday to Friday, 9am - 5pm) Colt Technology Services Customer Service 23-27 rue Pierre Valette 92247 Malakoff Cedex Germany 0800 5552121 (24 hours) Colt Technology Services GmbH, Kundenservice Herriotstrasse 4 60528 Frankfurt/Main Ireland 1800 944 040 (Monday to Friday, 9am - 5pm) Colt Technology Services Limited One Gateway, East Wall Road Dublin 3 Italy 800 909319 Colt Technology Services S.p.A. Viale Jenner, 56 20159 Milano Netherlands 0800 265 8023 + 31 20 888 2433 Colt Technology Services B.V., Van der Madeweg 12-14a 1114 AM AMSTERDAM-DUIVENDRECHT Postbus 94014 1090 GA AMSTERDAM Portugal 808 780 222 ( De Segunda a Sexta-feira: das 9h00 às 18h00) Estrada da Outurela, n.º 118, Ed. B1, Parque Holanda, 2790-114 Carnaxide Spain 901 888400 (Monday to Friday, 9am-1pm and 2pm-6pm) Colt Technology Services SAU Customer services C/ Telémaco nº 5 28027 Madrid Sweden +46 8781 8383 (24 hours) Colt Technology Services AB Box 3458 103 69 Stockholm Switzerland 0800 560 560 (Monday to Friday, 9am - 5pm) Colt Technology Services GmbH Albulastrasse 47, 8048 Zürich Ombudsman/Complaints Body If your complaint remains unresolved after eight weeks, subject always to any other timeframe as specified by applicable law, or if we agree in writing that the dispute should be settled by Alternate Dispute Resolution (ADR) you can contact one of the following organisations: Country Name of Ombudsman organisation Contact details Postal address Additional information UK Office of the Telecommunications Ombudsman (Otelo) 0845 0501614 enquiries@otelo.org.uk www.otelo.org.uk Wilderspool Park Warrington WA4 6HL Otelo is a third party arbitrator and they will take evidence from both you and Colt to make an independent decision based on the merits of the case. Otelo will only handle disputes for businesses with ten employees or fewer who spend less than £5000 p.a Austria Rundfunk und Telekom Regulierungs-GmbH („RTR“) 0810 511811 (EUR 0.07267/minute) Monday to Friday, 8am - 5pm www.rtr.at Rundfunk und Telekom Regulierungs-GmbH Schlichtungsstelle Mariahilfer Straße 77-79 1060 Wien A deadline may be set for the RTR to act. This will need to be met if your enquiry is to be processed. When you receive our response, please verify the existence of any such deadlines immediately. Belgium Ombudsdienst voor Telecommunicatie / Service de médiation pour les télécommunications + 32 22230909 +32 22230606 klachten@ombudsman telecom.be plaintes@mediateur telecom.be www.ombudsman telecom.be Barricadenplein 1 1000 Brussel N/A Denmark Teleankenævnet +45 33186900 Teleanke@teleanke.dk www.teleanke.dk Teleankenævnet Nørre Voldgade 48, st. 1358 København K The Danish complaints body "Teleankenævnet" handles certain disputes between end consumers and providers of certain tele¬communications services. Find out more about Teleankenævnet's authority and other requirements governing the filing of complaints at www.teleanke.dk. France N/A N/A N/A N/A Germany Conciliation Board of the Federal Network Agency for Electricity, Gas, Telecommunications +49 228140 info@bnetza.de www.bundesnetzagentur.de Ref. 216 Schlichtungsstelle Postfach 80 01 53105 Bonn N/A Ireland Commission for Communications Regulation (ComReg) +353 1 8049600 info@comreg.ie or consumerline@comreg.ie www.comreg.ie Block DEF Abbey Court Irish Life Centre Lower Abbey Street Dublin 1 N/A Italy Comitato Regionale per le Comunicazioni (Co.Re.Com.) A list of Co.Re.Com. is available at www.corecomitalia.it A list of Co.Re.Com. is available at www.corecomitalia.it There is one Co.Re.Com. in each Italian Region. The customer should contact the Co.Re.Com. in the region where he is resident or where his offices are located. Netherlands ACM (Authority for Consumers and Markets) +31 70 7222 000 www.acm.nl PO Box 16326 2500 BH Den Haag N/A Portugal ANACOM – Autoridade Nacional de Telecomunicações 800206665 (De Segunda a Sexta-feira: das 9h00 às 16h00) info@anacom.pt www.anacom.pt Av. José Malhoa, n.º 12, 1099-017 Lisboa N/A Spain SETSI 901336699 www.usuariosteleco.es Gobierno de España. Ministerio de Industria Turismo y Comercio P. de Castellana, 160, C.P. 28071 Madrid , Madrid, España . N/A Sweden N/A N/A N/A N/A Switzerland Federal Communications Commission (ComCom) + 41 313235290 comcom@comcom.admin.ch www.comcom.admin.ch Marktgasse 9 CH-3003 Bern N/A Regulatory Authority If you have followed the steps above but are still dissatisfied, you may register a complaint that will be considered by our local industry regulator: Country Name of regulatory body Contact details Postal address Additional information UK Office of Communications (Ofcom) 020 7981 3040 or 0300 123 333 contact@ofcom.org.uk www.ofcom.org.uk Ofcom Contact Centre Riverside House 2a Southwark Bridge Road London SE1 9HA Ofcom cannot alter an Otelo decision, nor can Ofcom ask for the decision to be reviewed Austria Rundfunk und Telekom Regulierungs-GmbH („RTR“) 0810 511811 (EUR 0.07267/minute) Monday to Friday, 8am - 5pm Webformular unter: www.rtr.at Rundfunk und Telekom Regulierungs-GmbH Schlichtungsstelle Mariahilfer Straße 77-79 1060 Wien Für die Zuständigkeit der RTR können Fristen vorgesehen sein, die Sie einhalten müssen, da sonst Ihre Anfrage nicht bearbeitet wird: informieren Sie sich bitte sofort nach Erhalt unserer Erledigung über das Bestehen derartiger Fristen. Belgium BIPT / IBPT Belgisch Instituut voor Postdiensten en Telecommunicatie Institut belge des services postaux et des télécommunications +32 (0) 2 226 88 88 info@bipt.be www.ombudsman telecom.be BIPT - Ellipse Building - Gebouw C - Koning Albert II-laan 35 - 1030 Brussel N/A Denmark N/A N/A N/A The Danish complaints body “Teleankenævnet” will forward complaints to other Danish complaints bodies as appropriate. If no relevant complaints body exists the customer can opt to take legal action through the competent courts. France Autorité de régulation des communications électroniques et des postes (ARCEP) +33 140477000 courrier@arcep.fr www.arcep.fr Autorité de régulation des communications électroniques et des postes 7, Square Max Hymans 75730 PARIS Cedex 15 N/A Germany Bundesnetzagentur für Elektrizität, Gas, Telekommunikation, Post und Eisenbahnen +49 228140 info@bnetza.de www.bundesnetzagentur.de Tulpenfeld 4 53113 Bonn N/A Ireland Commission for Communications Regulation (ComReg) +353 1 8049600 info@comreg.ie or consumerline@comreg.ie www.comreg.ie Block DEF Abbey Court Irish Life Centre Lower Abbey Street Dublin 1 N/A Italy Autorità per le Garanzie nelle Comunicazioni (Agcom) +39 081 7507111 or +39 06 69644111 info@agcom.it www.agcom.it Centro Direzionale, Isola B5 Torre Francesco 80143 Naples Prior to engaging Agcom the customer must contact the competent Co.Re.Com. and go through with their mediation procedure. Netherlands OPTA (Onafhankelijke Post en Telecommunicatie Autoriteit) +31 70 315 35 00 Please refer to www.opta.nl to fill in online form Zurichtoren Muzenstraat 41 2511 WB Den Haag N/A Portugal ANACOM – Autoridade Nacional de Telecomunicações 800206665 (De Segunda a Sexta-feira: das 9h00 às 16h00) info@anacom.pt www.anacom.pt Av. José Malhoa, n.º 12, 1099-017 Lisboa N/A Spain N/A N/A N/A The Spanish regulator SETSI only deals with operators and not with customer complaints. Sweden Post- och telestyrelsen (PTS) +46 8 678 55 00 pts@pts.se www.pts.se Box 5398 102 49 Stockholm N/A Switzerland Eidgenössische Kommunikationskommission (ComCom) + 41 313235290 comcom@comcom.admin.ch www.comcom.admin.ch Marktgasse 9 CH-3003 Bern N/A Contact us Support United Kingdom: English SME Enterprise Partners Operators Data centre services Login Solutions Products & services Industry sectors Partners About us Home> Enquiries and Complaints Useful Links Solutions Carrier & Reseller Solutions Optimum Portfolio Partners Become a Partner Partner Login Suppliers Supplier Code of Conduct Industry Sectors Business Services Financial Services Insurance Legal Media Public Sector Telco & IT Other Enterprise Sectors Products & Services Application Hosting Cloud Services Consultancy & Professional Services Customer Contact Internet Service Infrastructure Hosting Data Networking Security Services Telephony Data Centre Services Products & Services A-Z About Us Who we are What we do Our Customers News Investor Relations Awards Careers Help & Support Support Contact Colt Email Sales Customer & Partner Login Your Bill Glossary Accessibility Colt Group of Companies Colt Code of Business Conduct Terms & Conditions/AUP Data Privacy Statement Complaints Site Map © 2014 Colt Technology Services Group Limited. All rights reserved.