We’re not call centre robots.
We’ve grown from a start-up company to thousands of customers since 2006 by being passionate about our customers. We strive to make life simple so people have time to do the things they love. Our approach to customer service is straightforward, human and reassuring. We’re not call centre robots following a script. If something goes wrong we want to work with you to sort things out as quickly and efficiently as possible.
Even if it’s something simple like feedback on our website or a suggestion for how we could improve our services, we want to hear from you.
Where you’ve been dissatisfied with any level of service, or you’ve raised a complaint, you can expect an apology, a full explanation, the steps we are taking to put things right and, where appropriate, compensation or a goodwill gesture.
On the rare occasion you do find yourself with a problem, please follow the simple 4 step process below so we can try and solve it for you. Whatever you do next, please make sure you start at step 1.
Even if you’ve contacted us before, please let us know what’s gone wrong. We aim to fix your complaint within 1 working day.
You can contact us in the following ways:
- Email us at firstname.lastname@example.org with the subject “Step 1 help”
- Call us on 0333 666 5555
- Write to us at Glide, Alpha Tower, Suffolk Street Queensway, Birmingham, B1 1TT
If you’re not happy with the response you’re received, we’ll escalate your complaint to a named senior member of staff.
They’re here to help and will find out what went wrong and why and, most importantly, resolve it as promptly as possible. We aim for a 3 working day response and ask you give your complaint handler 2 weeks to review and resolve the root cause of your complaint.
It’s rare for problems to get to this stage, but if your query is still not resolved you can escalate further to our Complaints Co-ordinator who will be on hand to personally remedy your problem.
By liaising with our Customer Service Manager, the Complaints Co-ordinator will investigate the points raised. We aim for resolution in a week but, if your complaint is quite complicated, your complaint may take 4 to 6 weeks to resolve.
We hope you will be satisfied by our response but, in the event you feel we haven’t fixed your complaint, your next step depends on the service it relates to.
Telephone & broadband issues – Ombudsman Services: Communications
Glide is its own telephone and broadband provider and provides alternative dispute resolution through the Ombudsman Services: Communications. This service is free and independent.
If you’ve followed Steps 1 to 3 and haven’t received a satisfactory resolution to your telephone or broadband complaint within 8 weeks or if we issue you with a deadlock letter telling you our final position and that we will no longer be handling your complaint, you may contact the Ombudsman Services: Communications within 9 months of raising your complaint.
Please let us know if you require a deadlock letter. We suggest you call us, but whichever way you contact us, please quote the ticket number from Step 3 and entitle your correspondence “If something goes wrong – Step 4”.
The Ombudsman Services: Communications can only help domestic customers or small business customers who spend less than £5,000 per year or who employ less than 10 people.
Please note that the Ombudsman Services: Communications cannot deal with complaints about any service other than telephone or broadband.
|Telephone||0330 440 1614|
|Textphone||0330 440 1600|
|Post||Ombudsman Services: Energy, PO Box 730, Warrington, WA4 6WU|
Glide manages your account via your local water and sewerage supplier. If you would like us to raise a complaint on your behalf, just let us know and we will do this for you.
Gas and electricity issues – Ombudsman Services: Energy
Glide is an energy provider and provides alternative dispute resolution through the Ombudsman Services: Energy. This service is free and independent.
If you’ve followed Steps 1 to 3 and haven’t received a satisfactory resolution to your energy complaint within 8 weeks or if we issue you with a deadlock letter telling you our final position and that we will no longer be handling your complaint, you may contact the Ombudsman Services: Energy within 9 months of raising your complaint.
Please let us know if you require a deadlock letter. We suggest you call us, but whichever way you contact us, please quote the ticket number from Step 3 and entitle your correspondence “If something goes wrong – Step 4“.
The Ombudsman Services: Energy can only help domestic customers or small (micro) business customers. This is defined as a company which has:
- an annual consumption of electricity less than 100,000kWh
- an annual consumption of gas less than 293,000kWh
- less than 10 employees (or their full-time equivalents) and an annual turnover or annual balance sheet total not exceeding €2 million
Please note that the Ombudsman Services: Energy cannot deal with complaints about any service other than gas or electricity.
|Telephone||0330 440 1624|
|Textphone||0330 440 1600|
|Post||Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF|
TV licence issues
Glide manages your TV licence with the TV licensing authority. If you would like us to raise a complaint on your behalf, just let us know and we will do this for you.
General issues – Citizens Advice Consumer Service
Citizens Advice Consumer Service is a government-funded telephone and online service offering information and advice on consumer issues. They can be contacted on 0345 404 0506 or via www.adviceguide.org.uk. This is a free and independent service that can be used at any stage.
Residents of Northern Ireland need to contact the Consumer Council on 0800 121 6022 or via www.consumercouncil.org.uk.
Know your rights
To ensure that your knowledge of your rights is up to date, please see the Consumer Checklist documents which are available to download below.