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
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, 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. 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.
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 [email protected]
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
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
[email protected]; [email protected]; 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 [email protected] or 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.
Germany
Conciliation Board of the Federal Network Agency for Electricity, Gas, Telecommunications
+49 228140 [email protected] www.bundesnetzagentur.de
Ref. 216 Schlichtungsstelle Postfach 80 01 53105 Bonn
No additional information
Ireland
Commission for Communications Regulation (ComReg)
+353 1 8049600 [email protected] / [email protected] 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
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
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) [email protected] www.anacom.pt
Av. José Malhoa, n.º 12,1099-017 Lisboa
No additional information
Spain
SETSI
901336699 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 [email protected] / 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, [email protected] or 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
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 [email protected] 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 [email protected] 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 [email protected] www.bundesnetzagentur.de
Tulip field 453113 Bonn
N/A
Ireland
Commission for Communications Regulation (ComReg)
+353 1 8049600 [email protected] or [email protected] 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 [email protected] 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 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) [email protected] 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 [email protected] www.pts.se
Box 5398102 49 Stockholm
N/A
Switzerland
Federal Communications Commission (ComCom)
+41 313235290 [email protected] www.comcom.admin.ch
Marktgasse 9CH-3003 Bern
N/A
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