How can I make a TalkTalk complaint? - I work there

Margaret_Skinner

dex91 wrote: »

I guess you're right, since I came to a forum where advice on complaints is commonplace after asking my employers and searching the web and getting nothing, it does mean that my own observations are not credible.

I just thought that I was in an advantageous position, as an employee of a somewhat formidable company that strives to improve its service to customers, that I could write to senior managers and advise them of an observation I have made. That observation results in a lot of angry customers and there is a simple solution to that problem which I was going to include in my letter - thinking about it now, it's not a letter of complaint, just a way to improve customer service, if not that, just to inform them of the observation.

I can admit to myself that I don't know alot about business, but I did get a B in my A-level so I do know my net profit from my gross profit. I guess you are right, since I did come here it does mean my opinion is pretty much worthless. I was prepared to take half an hour to write that letter - I wasn't going to get anything out of it as I'm not currently a talktalk customer and am there on a temporary basis, so if my suggestion was implemented, I wouldnt see the fruits of my labour so to speak.

So I won't waste my time writing the letter, because at the end of the day, like you said, since I asked for an address off a helpful forum my opinion is valueless.

dex it's not the so much the fact that your opinion is not valuable - far from it - it's the fact you've come onto a public forum to ask who to contact in an organisation you're actually working for - do you not see there's something slightly skewiff about that? If you work somewhere you should have that information at your fingertips - at the very least you should have a senior/supervisor/manager who you can go to with issues/ideas/suggestions - that's the whole point of having a senior so that you can discuss things like that with them - let them know of systems or procedures which aren't working very well.

Even if you wanted to write to Head Office with your idea/suggestions there should be easily accessible contact details where you work or there should be a department you can go to who have these details. There should be an internal system which provides all that information.

It's just a shame that someone who wants to improve the organisation is working for TalkTalk - I'm glad you're only there temporarily - I hope you get out of there as quickly as you can and end up working for someone who will appreciate your conscientiousness ........

dex91

Thank you all for getting back to me on this, I really do appreciate it.

I'm sorry if it seems like ive got a chip on my shoulder about this, by all accounts I probably do. I've asked my manager last week and I got a bit of a talking down to and it felt like my opinion didnt matter at all - I didnt even get an address or name from her.

Only other place I tried was online which is why I came here, because I found nothing else by googling - same address in Southampton kept coming up.

The letter's written, 3 pages long and I'm posting it to Southampton tomorrow. I know that my letter probably wont be read by anyone, it will probably get chucked in the shredder - but at least I can say that at the end of the day I tried to help my customers.

Again, sorry if I've offended anyone here in my rants, I suppose you could blame talktalk for placing that chip on my shoulder...

Margaret_Skinner

dex91 wrote: »

Thank you all for getting back to me on this, I really do appreciate it.

I'm sorry if it seems like ive got a chip on my shoulder about this, by all accounts I probably do. I've asked my manager last week and I got a bit of a talking down to and it felt like my opinion didnt matter at all - I didnt even get an address or name from her.

Only other place I tried was online which is why I came here, because I found nothing else by googling - same address in Southampton kept coming up.

The letter's written, 3 pages long and I'm posting it to Southampton tomorrow. I know that my letter probably wont be read by anyone, it will probably get chucked in the shredder - but at least I can say that at the end of the day I tried to help my customers.

Again, sorry if I've offended anyone here in my rants, I suppose you could blame talktalk for placing that chip on my shoulder...

Exactly! It's not your fault at all - it just shows what a dreadful organisation they are and how much they're not interested in improving their dire service even from the inside. Which we knew already.

Get out of there pronto and get job satisfaction somewhere else if you can but thank you for trying to help us nevertheless - as someone who has been driven mad by TalkTalk, it's nice to know there's at least one employee who cares about the customers and wants to improve things.

You never know - someone might just read the letter and take on board what you've said in it .........

(is that a pig I just saw flying outside the window?? :rotfl:)

david39

dex91

Just another suggestion.

If you have access to the TalkTalk forums (on the TalkTalk members web page), you could post your feelings in there - and TT customers and support staff do read those pages.

Those of us who are customers of TT do have automatic rights to post to them but if you are not a customer, just an employee, you may not.

Incidentally, I've been a TT customer for quite a few years and, on the only occasion that I've had a problem, they sorted it very quickly. I have no complaints about their service.

Bamber19

david39 wrote: »

dex91

Just another suggestion.

If you have access to the TalkTalk forums (on the TalkTalk members web page), you could post your feelings in there - and TT customers and support staff do read those pages.

Those of us who are customers of TT do have automatic rights to post to them but if you are not a customer, just an employee, you may not.

Incidentally, I've been a TT customer for quite a few years and, on the only occasion that I've had a problem, they sorted it very quickly. I have no complaints about their service.

I think you need to be a TalkTalk customer to join the forums and I don't imagine many who work for them would be customers, given that they know how the company is run and the type of service you can get from them.

jizadine

Hi Dex91,

Firstly, for the benefit of the ill-informed on this thread the CEO is NOT Charles Dunstone.

I also work for TT. If you really want to go in this top level then you should know who the CEO is... as I, (and I exepect you) receive an email from them on an almost weekly basis.

If this is not your preferred route, then there are internal tools at your disposal to get information that you are seeking. If you need to get in touch with someone then you need to look at the people portal (through MyView - where you book holidays, get payslips etc...) and there are also the Local & National employee forums where you can raise any points you wish, and I quote -

"If you have a question that you would like to raise at the next Local Employee Forum, please ensure that you email your question to one of the appointed employee representatives one week prior to the meeting to ensure that this can be discussed. Questions raised will be captured in the key discussion points of the meeting and fedback at local level by the Employee Representative"

There is also SpeakUp - a confidential external hotline if you wish to "to raise serious concerns about irregularities or wrong doings within the business"

Communication and the way things are carried out that help TT keep their customers happy is not frowned upon, and I am sure if your concerns/findings are directed at the right person then they will be given correct attention it deserves. If you need anymore information then you can PM me if you wish.


Regards

Jason

Marv02

david39 wrote: »

I would imagine that someone who works for a company and needs to come onto a public forum to ask how to make a complaint about the conduct of a department in his company is hardly likely to be in a position to make a sensible judgement about the efficency or otherwise of that company.

I would like to belive they are just trying to ovoide painting a target on their backs by asking people around them...

TalkTalk

Hi Dex,

As an employee of TalkTalk I am sure you, as all TalkTalk employees, receive the Process Change Communications Emails. For reference there was one sent yesterday at 18:51, likewise on Tuesday at 17:30, Monday 17:37 informing of process changes and communications across the business.

You will note that the bottom of this email contains a Process Feedback Email address for you to raise any issues you may have.
In addition you should be able to do this via your line manager, however it appears you have encountered difficulties with raising your issue via this method.

Finally in terms of Senior Management you will also have access to their email addresses via the Global Address list should you require this.

As such all the relevant information you need to raise this issue is likely already available from communications and resources your already have access to, which provide you a manner in which to feedback any issues you identify.

In the event you were a customer the correct procedure for complaints, as you should be fully aware, is documented in the TalkTalk Code of Practice. http://www.talktalk.co.uk/legal/code-of-practice/

Regards

M:)

Inactive

jizadine wrote: »

Hi Dex91,

Firstly, for the benefit of the ill-informed on this thread the CEO is NOT Charles Dunstone.

Correct, Charles Dunstone is the Chairman, Dido Harding is the CEO, not that that really matters greatly.

Margaret_Skinner

TalkTalk_Company_Representative wrote: »

Hi Dex,

As an employee of TalkTalk I am sure you, as all TalkTalk employees, receive the Process Change Communications Emails. For reference there was one sent yesterday at 18:51, likewise on Tuesday at 17:30, Monday 17:37 informing of process changes and communications across the business.

You will note that the bottom of this email contains a Process Feedback Email address for you to raise any issues you may have.
In addition you should be able to do this via your line manager, however it appears you have encountered difficulties with raising your issue via this method.

Finally in terms of Senior Management you will also have access to their email addresses via the Global Address list should you require this.

As such all the relevant information you need to raise this issue is likely already available from communications and resources your already have access to, which provide you a manner in which to feedback any issues you identify.

In the event you were a customer the correct procedure for complaints, as you should be fully aware, is documented in the TalkTalk Code of Practice. http://www.talktalk.co.uk/legal/code-of-practice/

Regards

M:)

This kind of sounds like a line management issue then doesn't it? If an employee isn't aware where to get information which should be readily available to him surely his line manager should try and help and show him where it is instead of putting him down?

What I don't understand is why he didn't turn to other colleagues for help - is the place that unfriendly??