# COMPLAINTS ## HOW TO MAKE A COMPLAINT 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 #### COMPLAINTS INFORMATION BY COUNTRY | :flag: Country | Telephone | Postal Address | | ------------------------------------- | ------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- | | United Kingdom |

0800 358 3999 / +44 207 862 6087
(Monday to Friday, 8:30am - 5pm)

|

Customer Service
Colt Technology Services
Colt House
20 Great Eastern Street
London
EC2A 3EH

| | Austria |

0800 880 990 / +43 1 253 07 02
(Monday to Friday, 9am - 5pm)

|

Colt Technology Services
GmbHz.H.
Kundenbetreuung
Kärntner Ring 10-12
1010 Wien

| | Belgium |

0800 507 01 / +32 2 790 16 29
(24 hours)

|

Customer Service
Colt Technology Services
nv Culliganlaan 2 H
B-1831 Diegem

| | Denmark |

+45 70 71 25 99
(24 hours)

|

Colt Technology Services A/S
Borgmester Christiansensgade
55 2450 København SV

| | France |

0800 948 888 / +33 1 709 95 600
(Monday to Friday, 9am-5pm)

|

Colt Technology Services
Customer Service
23-27 rue Pierre Valette
92247 Malakoff Cedex

| | Germany |

0800 182 2233 / +49 69 56606 9000
(24 hours)

|

Colt Technology Services GmbH,
Gervinusstrasse 18-22
60322 Frankfurt

| | Ireland |

1800 944 040 / +353 01 536 9312
(Monday to Friday, 9am-5pm)

|

Colt Technology Services Limited
One Gateway, East Wall Road
Dublin 3

| | Italy |

192 090 / +39 0289634895
(Monday to Friday, 9am - 5pm)

|

Colt Technology Services
S.p.A.Viale Jenner,
56 20159 Milano

| | Netherlands | 0800 265 8023 / +31 20 798 0000 |

Colt Technology Services B.V.,
Van der Madeweg 12-14a
1114 AM AMSTERDAM-DUIVENDRECHT
Postbus 94014
1090 GA AMSTERDAM

| | Portugal |

808 780 222 / +35 1 211 202 795
(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 / +34 91 7887520
(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
ABBox 3458
103 69 Stockholm

| | Switzerland |

0800 560 560 / +41 58 560 1720
(Monday to Friday, 9am - 5pm)

|

Colt Technology Services AG
Bahnhofplatz 1,
8001 Zürich

| #### ELECTRONIC COMPLAINTS BOOK (PORTUGAL ONLY) As of July 1st 2017, a new Digital Platform which allows consumers and users to submit their complaints in electronic format is available at [www.livroreclamacoes.pt](https://www.livroreclamacoes.pt/), with the same value as the complaints submitted in physical format. The so-called "Electronic Complaints Book" (" *Livro de Reclamações Electrónico*") was created by Decree-Law 74/2017, of June 21st 2017 and regulated by Regulation 201-A/2017, of June 30th 2017. ### VOICE COMPLAINTS, SPAM & PHISHING If you received unwanted calls or your number is being spoofed, blocked or labelled as potential spam, please [contact us directly](https://www.colt.net/voice-complaints). For a fast and efficient collaboration, don't forget to provide us your full contact information and a detailed description of the issue that you encountered. Make a voice complaint ## HOW TO ESCALATE IF YOUR ISSUE REMAINS UNRESOLVED 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: #### OMBUDSMAN INFORMATION BY COUNTRY | Country | Name of Ombudsman Organisation | Contact Details | Postal Address | Additional Info | | -------------- | ----------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | United Kingdom | Ombudsman Services |

0330 440 1614

|

Ombudsman Services: Communications
PO Box 730
Warrington WA4 6WU

| Ombudsman Services 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. Ombudsman Services will only handle disputes for businesses with ten employees or fewer. | | Austria | Rundfunk und Telekom Regulierungs GmbH („RTR“) |

0810 511811
(EUR 0.07267/minute)
Mon-Fri, 8am-5pm
[www.rtr.at](http://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

; ; ombudsmantelecom.be

| Koning Albert II-Laan 8 Bus 3 te 1000 Brussel / Boulevard du Roi Albert II 8 Boite 3 1000 Bruxelles | No additional information | | Denmark | Teleankenævnet |

+45 33186900
or [www.teleanke.dk](http://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 telecommunications services. Find out more about Teleankenævnet's authority and other requirements governing the filing of complaints at [www.teleanke.dk](http://www.teleanke.dk). | | Germany | Conciliation Board of the Federal Network Agency for Electricity, Gas, Telecommunications |

+49 228140

[www.bundesnetzagentur.de](http://www.bundesnetzagentur.de)

| Ref. 216 Schlichtungsstelle Postfach 80 01 53105 Bonn | No additional information | | Ireland | Commission for Communications Regulation (ComReg) |

+353 1 8049600
/
[www.comreg.ie](http://www.comreg.ie)

| Block DEF, Abbey Court, Irish Life Centre, Lower Abbey Street, Dublin 1 | No additional information | | Italy | Comitato Regionale per le Comunicazioni (Co.Re.Com.) | [www.corecomitalia.it](http://www.corecomitalia.it) | n/a | 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 the offices are located. | | Netherlands | ACM (Authority for Consumers and Markets) |

+31 70 7222 000
[www.acm.nl](http://www.acm.nl)

| PO Box 163262500 BH Den Haag | No additional information | | Portugal | ANACOM – Autoridade Nacional de Telecomunicações |

800206665 (De Segunda a Sexta-feira: das 9h00 às 16h00)

[www.anacom.pt](http://www.anacom.pt)

| Av. José Malhoa, n.º 12,1099-017 Lisboa | No additional information | | Spain | SETSI |

901336699
[www.usuariosteleco.es](http://www.usuariosteleco.es)

| Gobierno de España. Ministerio de Industria Turismo y Comerci P. de Castellana, 160, C.P. 28071 Madrid , Madrid, España . | No additional information | | Switzerland | Federal Communications Commission (ComCom) |

+41 313235290
/ [www.comcom.admin.ch](http://www.comcom.admin.ch)

| Marktgasse 9CH-3003 Bern | No additional information | If you have taken the steps outlined above but are still concerned, you can file a complaint with your National Regulatory Authority: #### OMBUDSMAN INFORMATION BY COUNTRY | United Kingdom | Office of Communications (OFCOM) | 020 7981 3040 or 0300 123 333, or [www.ofcom.org.uk](http://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 | Broadcasting and Telecom Regulatory GmbH ("RTR") | 0810 511811 (EUR 0.07267/minute) Monday to Friday, 8am - 5pm Webformular unter: [www.rtr.at](http://www.rtr.at) | Broadcasting and Telecom Regulatory Licensing Office Mariahilfer Straße 77-79 1060 Vienna | Deadlines can be provided for the responsibility of the RTR, which you must comply with, otherwise your request will not be processed: please inform yourself immediately upon receipt of our execution on the existence of such deadlines. | | Belgium | BIPT / IBPTBelgian Institute for Postal Services and Telecommunications Institut belge des services postaux et des télécommunications | +32 (0) 2 226 88 88 [www.ombudsman](http://www.ombudsman) telecom.be | BIPT - Ellipse Building - Building C - Boulevard du Roi Albert II 35 - 1030 Brussels | 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 | Regulatory Authority for Electronic Communications and Posts (ARCEP) | +33 140477000 [www.arcep.fr](http://www.arcep.fr) | Regulatory authority for electronic communications and substations7, Square Max Hymans 75730 PARIS Cedex 15 | N/A | | Germany | Federal Network Agency for Electricity, Gas, Telecommunications, Post and Railways | +49 228140 [www.bundesnetzagentur.de](http://www.bundesnetzagentur.de) | Tulip field 453113 Bonn | N/A | | Ireland | Commission for Communications Regulation (ComReg) | +353 1 8049600 or [www.comreg.ie](http://www.comreg.ie) | Block DEFAbbey Court Irish Life Centre Lower Abbey Street Dublin 1 | N/A | | Italy | Authority for Communications Guarantees (Agcom) | +39 081 7507111 or +39 06 69644111 [www.agcom.it](http://www.agcom.it) | Centro Direzionale, Isola B5Torre 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 (Independent Post and Telecommunications Authority) | +31 70 315 35 00 Please refer to [www.opta.nl](http://www.opta.nl) to fill in online form | Zurichtoren Muzenstraat 41 2511 WB The Hague | N/A | | Portugal | ANACOM - Autoridade Nacional de Telecomunicações | 800206665 (Monday to Friday: 9am to 4pm) [www.anacom.pt](http://www.anacom.pt) | Of. José Malhoa, n.º 12,1099-017 Lisbon | N/A | | Spain | N/A | N/A | N/A | The Spanish regulator SETSI only deals with operators and not with customer complaints. | | Sweden | The National Post and Telecom Agency (PTS) | +46 8 678 55 00 [www.pts.se](http://www.pts.se) | Box 5398102 49 Stockholm | N/A | | Switzerland | Federal Communications Commission (ComCom) | +41 313235290 [www.comcom.admin.ch](http://www.comcom.admin.ch) | Marktgasse 9CH-3003 Bern | N/A |