FAQs

Wherever your offices are located in the UK, our MultiNet service enables the SIM to automatically pick up the next strongest available mobile network, should the primary network not be available. So, while your competitors are out of signal and their calls are going through to voicemail, you keep working - making your business more accessible for customers. 

At THB, we charge on a case-by-case basis. What works for one business may not work for another, so we ensure that we spend enough time speaking to our customers about their goals before settling on a plan that aims to serve their unique business needs.

If you call us on 0333 006 8113, one of our team will be able to answer any questions you might have. They’ll ask you some questions about your business and be able to advise you on how best to approach a comms system upgrade with Techhouse Business.

Yes, our mobile systems give you the option to select a new number or keep your existing one.

Our consumer shop, Techhouse Accessories, offers top of the range refurbished handsets for affordable prices. Head over to the website to check out the deals on offer.

Our consumer shop, Techhouse Accessories, offer expert repairs on your handsets as well as any other laptop, tablet or device. Head over to the website to book in your repair or trade-in.

Typical lead times to fully transfer numbers from ISDN to Hosted is around 10 working days but we can have an operational system up and running with diverts within 24 hours.

We can offer SIP but would partner with either a clients existing PBX engineer to commission or work with a partner to commission 

Here at TechHouse Business, we work hard to make sure that our customer experience runs as smoothly as possible. 

We take complaints very seriously and if you’re not completely satisfied with the service you have experienced, we have a formal complaints process in place to ensure we address the problem as quickly as possible. 

If you can’t find what you’re looking for, or are unhappy with any part of our service, please let us know. Your complaints give us a chance to put things right and means we can improve our service to you and our future customers. 

How to get in touch

In the event that you wish to raise a complaint, you can contract us using one of the methods outline below. Regardless of how you contact us, please make sure you include as much detail as possible, including your full name, the name of the business, account number or the telephone number of the service you are making the complaint about. 

If you can’t raise the complaint yourself, you can ask someone with access to your information (e.g. an authorised contact) to raise this on your behalf. If you’d like a free paper copy of this Complaints Process, you can request one at any time. You may also request for a copy in Braille, Large Print or Audio CD as required. 

By Email

Send us an email with the full details of your complaint to b2bsupport@techhouse.com 

By Telephone

From the UK, please call: 0333 006 8113

From Abroad, please call: +44333 006 8113

Please note, calls may be recorded for training and quality purposes. Please note, call charges may apply depending on your network provider. If you are unsure of these charges, please check with them beforehand. 

By Post

Send us a letter to: 

Customer Service Team

TechHouse Business Ltd

14 Newland Close

Eden Shopping Centre

High Wycombe 

HP11 2DQ

What we will do

As soon as we receive your complaint, we will register it on our systems and send you an acknowledgement within 5 working days. We will use the details you have provided to investigate and will attempt to identify the best way to resolve this with you. 

We aim to respond to your complaint within 10 working days however, some issues require further investigation and as a result, we may need extra time. We will endeavour to keep you informed if it takes any longer than 10 days and if it does, we will update you every 10 working days. 

When we respond, we will confirm our understanding of your complaint and our proposed resolution. If you are happy with the proposed resolution, we will close your complaint. 

We can only close your complaint if you have confirmed you are happy that your complaint has been satisfactorily resolved. Alternatively, we will also mark your complaint as resolved If you have not responded after 28 days or more. 

If you are still unhappy

If you are not satisfied with any proposed resolution offered, you can escalate your complaint to our Head of Customer Service. 

Our Head of Customer Service will review your complaint and proposed resolution offered by our Customer Service Team and ensure that your complaint has been investigated thoroughly, treated fairly and consider whether there is any alternative resolution possible. 

If, after our Head of Customer Service has notified you of their conclusion and decision, you feel you are still not satisfied, we will inform you of your rights to take your complaint to the ADR Scheme (details below).

Alternative Dispute Resolution If either (i) Eight weeks have passed from the date we received your complaint; (ii) or we have reached a point where we can no longer find a resolution that works for both parties, we will inform you of your rights to take your complaint to the Ombudsman Services who is the Alternative Dispute Resolution Scheme to which we are registered. 

Ombudsman Services

The service is free of charge to use. 

You can contact the Ombudsman directly at:

Ombudsman Services: Communications

P.O. Box 730

Warrington

WA4 6WU

Telephone: 0330 440 1624

Email: enquiry@ombudsman-services.org 

You can also complain online at Complain Now | Ombudsman Services (ombudsman-services.org)