1. Purpose and scope
This policy explains how ARROW DYNAMIC LLC handles complaints about the TelecomeHub website, its enquiry process, the conduct of its team, or the general information it provides.
A complaint is an expression of dissatisfaction that asks us to review something we did, failed to do or communicated.
2. How to make a complaint
You can submit a complaint in any of the following ways:
- Use the website contact form and begin your message with “Complaint”;
- Call 0247 552 2490 and ask for the matter to be recorded as a complaint;
- Write to ARROW DYNAMIC LLC, 5900 Balcones Dr #7104, Austin, TX 78731-4257, United States.
There is no charge for making a complaint.
3. Information to include
To help us investigate, include:
- Your name and preferred contact method;
- The date and approximate time of the call, form submission or event;
- A clear description of what happened;
- Any relevant telephone number or enquiry details;
- What outcome you are seeking.
Do not send passwords, PINs, verification codes, full payment-card numbers or provider login information.
4. How we handle complaints
- Acknowledgement: We aim to acknowledge a complaint within 5 business days.
- Review: A suitable team member will review the information and may ask reasonable follow-up questions.
- Response: We aim to provide a substantive response within 15 business days. Complex matters may take longer; if so, we will explain the delay and provide an updated target date.
- Internal review: If you remain dissatisfied, you may request one internal review by someone not directly responsible for the original response where reasonably possible.
These target times are service commitments rather than guaranteed legal deadlines.
5. Possible outcomes
Depending on the circumstances, we may:
- Explain what happened or clarify our service limits;
- Correct inaccurate website content or internal records;
- Apologise for poor communication or service;
- Review training, procedures or call handling;
- Confirm that no further action is appropriate and explain why.
6. Privacy and complaint records
Complaint information is used to investigate and respond, improve our service, maintain appropriate records and protect legal rights. We normally keep closed complaint records for up to 3 years unless a longer or shorter period is justified.
More information is available in our Privacy Policy.
7. Complaints about a network provider
TelecomeHub cannot investigate or decide complaints about a mobile network or broadband provider's billing, coverage, account decisions, technical service, cancellation process or contract.