@TimmyBGood wrote:
@d2h wrote:
I would be considering an ombudsman escalation because your journey has been dreadful.
Difficult to know where that would be escalated to: provision of and access to satellite/streaming television is not regulated in the same way as broadband/telecoms (because unlike telecoms, television has not historically been regarded as a 'critical' service) and as such it does not have a designated ombudsman service.
@TimmyBGood
Anything related to Sky simply goes through the internal complaints process. Once exhausted, and the outcome is unsatisfactory for the customer, Sky will issue / or the customer can request a deadlock / final decision letter. The case can be referred to the ombudsman without a deadlock letter only after 8 weeks has passed from the date the complaint was logged.
Sky use CISAS as their nominated ombudsman service. They contact both parties and gather all evidence, including call notes, call recordings and general case history. It's good practice as a customer to note down the names of agents spoken to, times, dates etc to aid their case.
If CISAS find in favour of the customer, whatever decision they take is binding on the company (in this case Sky) and they must honour it within a specified timeframe. This resolution can include anything from an apology to a monetary reward for inconvenience. It must also be officially reported in the company's reports. All costs are covered by the company too.
Sky will not let me back to sky Q
