Complaints codes of practice
NOW’s Complaints Code of Practice is outlined below. It covers our processes for resolving complaints relating to our products and services, and our complaints handling process.
More infoHow to make a complaint to NOW
If you contact us, our advisors will ask you about the nature of your complaint. We’ll consider all the points you raise, along with the details we hold in our records, and seek to resolve the problem there and then. If your complaint requires specialist knowledge, we’ll transfer you to an advisor with the right expertise to resolve it. If we’re unable to resolve your complaint while you’re talking to an advisor, we’ll tell you how long we expect a resolution to take, and agree when and how we’ll keep you updated.
If you write to us, we’ll review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We’ll also ensure that your complaint is investigated by the most suitable person in the company to resolve your complaint.
We’ll do all we can to resolve your complaint as soon as possible. If your complaint is urgent (if you’re experiencing a loss of service, for example) we’ll prioritise your complaint.
We aim to respond to your complaint and agree a resolution within 10 days. Some complaints, depending on their nature, could take longer to resolve, especially if they’re technically complex. If we’re unable to agree a resolution for your complaint within 10 days, we’ll get in touch. We’ll keep you informed of progress in a way that best suits you and at a time that’s convenient to you.
We’ll let you know if anything else can be done to resolve your complaint and tell you how long it’s expected to take. We’ll keep you informed of our progress and any changes.
NOW customers can find details of alternative dispute resolution procedures on the Online Dispute Resolution website.
The Advertising Standards Authority for Ireland (ASAI) acts as regulator for advertising content on video-on-demand services. You can view the ASAI complaints procedure and make a complaint to the ASAI using the contact details below:
Advertising Standards Authority for Ireland
48 Lower Mount Street
Tel: 01 613 7040 or Fax: 01 613 7043
L S Alden
Head of Operational Compliance,
Dunfermline, Fife KY11 8GH
Telephone: 01383 814 000