How do you get a complaint with Sky responded to?

[Mark26_]

1. Why doesn't sky   Refund roaming charges when promised on three occasions?

2. Why Sky doesn't record notes of actions on your account as promised of refunds?

3. Why doesn't Sky ring you back as promised on two separate occasions?

4. Why don't the Sky complaint department action/ respond  to your complaint after 5 emails?

I don't know what more I can do?

please advise.

[Mark39]

@Mark26_ unfortunately you're asking other customers. We can't answer for Sky.

Sky doesn't have a designated complaints department.

[Mark26_]

Not having a complaints department is probably the problem!! That's not what your colleagues share back in their indifferent limited replies. There must be a legal responsibility to deal with complaints in a legal structured manner?

[Mark39]

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@Mark26_ wrote:

There must be a legal responsibility to deal with complaints in a legal structured manner?

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@Mark26_ sounds like something you should take up with Sky.

[GD1]

@Mark26_  There is no legal requirement to have a complaints department or even specific teams.

Many companies empower their customer service teams to deal with any complaints.

Others may have dedicated Teams, it depends on each company.

[Mark26_]

You feel helpless when Sky don't  ring you back as promised or honour refunds they have agreed to!!

where do you go next?

[Daniel0210]

@Mark26_ 

If this "promised" refund was agreed to over the phone give Skybthe date and rough time of the call and they can listen back to it and confirm what was said and agreed. 

We see a number of posts on here where a callback from an agent or Manager has not been forthcoming. Sky could certainly improve in that area.

Remember that Sky have up to 8 weeks to resolve a complaint before you can request a deadlock letter.m

[PandJ2020]

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@Mark26_ wrote:

where do you go next?

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https://www.sky.com/help/articles/alternative-dispute-resolution-financial-ombudsman-service

[Mark26_]

Thank you for this. I will contact them using the information of the three phone calls but they don't respond!!