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Complaints codes of practice

Complaints codes of practice

NOW TV’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.

Related article How to make a complaint to NOW TV

At NOW TV we'll do all we can to provide you with the best response for your particular situation and ensure, where possible, that your complaint is resolved to your satisfaction.

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 aim to resolve every complaint quickly and to your satisfaction. If, for any reason, you’re not fully satisfied with our response, please let us know and tell us where you think we need to more. We’ll then review your complaint, and our response, and pass it on to NOW TV management.

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.

This code of practice does not affect your statutory rights as a consumer and you can still seek independent advice regarding your complaint from the Competition and Consumer Protection Commission (CCPC) using the following contact details:

PO Box 12585
Dublin 1
Ireland
Tel: 01 402 5555 or Fax: 01 402 5501
Website: www.ccpc.ie 

You have the right to take your complaint to Competition and Consumer Protection Commission if your complaint relates to NOW TV or our complaints handling process, and either:

  • we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to NOW TV, or
  • you’ve received a letter from us saying that your complaint has reached "deadlock" with nothing more we can do.


You can also find details of alternative dispute resolution procedures on the Online Dispute Resolution website. Our email address for Online Dispute Resolution complaints is ODRTrader@nowtv.com.
 

Shows made available via NOW TV's on demand services, including NOW TV box sets, NOW TV Store and Catch Up TV, are provided by Sky Subscribers Services Limited (Irish branch). If you wish to make a complaint about the content on these services, please follow our standard complaints process.

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
Ferry House
48 Lower Mount Street
Dublin 2
Tel: 01 613 7040 or Fax: 01 613 7043
E-mail: info@asai.ie
 
Printed copies of this Customer Complaints Code are available on request and free of charge. Just select get in touch by email or Live Chat. It's also available to request in large print, audio and braille by emailing accessiblecustomerservice@nowtv.com.
NOW TV is a trading name of Sky Subscribers Services Limited (Irish branch) and Sky Subscribers Services Limited (Irish branch) has responsibility for all NOW TV representatives complying with the Code. Our designated person responsible for ensuring both ourselves and our Agents observe the Code is:

Alastair Hosie
Operational Compliance Manager,
Carnegie Campus,
Dunfermline, Fife KY11 8GH
Telephone: 01383 814 000
Email: ARHosie.Compliance@nowtv.com

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