Customer Service

Our Customer Service Department is based in the UK, and is the focal point for customer enquiries from all regions and are on hand to help you with any queries you may have. All calls are answered promptly by a qualified and knowledgable team member.

If you have a customer service enquiry, call our local rate number on 0845 121 5690, email us at customerservice@bayv.co.uk or text 'Call Me' and your name to 60070.

Feedback from customer surveys confirms that our customers enjoy speaking to real people who can help them with their enquiries and the telephone is their preferred method of contact.

Office opening hours are between 8am and 6pm Monday to Friday, and between 8am and 4pm on Saturdays. Outside of these hours, we have an answer phone service for customers, and messages are actioned promptly at the beginning of the next working day. In normal working hours, over 98% of calls received are answered promptly by the Customer Service team.

The Customer Service team deal with a wide range of queries such as service calls, meter requests, delivery queries, sales enquiries, customer complaints, ordering of new products and much more and are able to deal with 90% of enquiries at the point of contact. Service is an important part of our business and we are always keen to hear feedback on the service provided from our customers.

We carry out regular surveys with both new and existing customers, and this information is then used by the company to make improvements and respond to changes in the market place. We value feedback from our customers as it provides us with valuable information to help us improve the service we offer.

Complaints Procedure

If you are not satisfied with the level of service provided by Buy As You View, you can:

• Contact us on 0845 121 5690.
• Email Us with your name, contact number and details of your situation.
• Write to us at: Buy As You View, Kingsway Buildings, Bridgend Industrial Estate, Bridgend. CF31 3RY

We undertake:

• To deal with your complaint fairly, confidentially and effectively.
• To respond to you within 72 hours. If this isn't possible, we will write to you within 5 working days.
• To keep you up-to-date on progress made. If we need more time to investigate, we will send you an update within 4 weeks.

If you're still not satisfied or it takes more than 8 weeks to resolve your complaint, you can take your case to the Financial Ombudsman Service. You can contact the Financial Ombudsman within 6 months of our final response letter to you.

There are also a number of organisations that can help. These include The Citizens Advice Bureau and Directgov.

The following organisations will be able to give you contact details for your nearest branch, all of whom can help advise you on making your money go further or dealing with common household debt problems:

Consumer Credit Counselling Service: Full debt help service. Website: www.cccs.co.uk Telephone: 0800 138 1111 Opening times: Monday-Friday 9am-9pm

National Debtline: Full debt help service. Website: www.nationaldebtline.co.uk Telephone: 0808 808 4000 Opening times: Monday-Friday 9am-9pm Saturday 9.30am-1pm

Citizens Advice Bureau: Full debt and consumer advice service with many bureau specialist caseworkers to deal with any type of debt including repossessions and negotiation with creditors. Look up your local CAB centre on: www.adviceguide.org.uk

Community Legal Advice (includes Housing Duty Scheme): Legal advice on a wide range of issues for those on benefits or low income. The Housing Duty Scheme gives free advice to those who are in danger of eviction or repossession by phone and at courts across England and Wales. Website: www.communitylegaladvice.org.uk Telephone: 0845 345 4345 (or text 'legalaid' and your name to 80010 to get a call back) Opening times: Monday-Friday 9am-6.30pm Saturday 9am-12.30pm

Further information can be obtained by emailing contactus@bayv.co.uk

Doorstep Safety

Due to the nature of our business, we take doorstep security very seriously as we understand that letting a stranger into your home is not without its risks. Unfortunately, it is not uncommon for burglars to try and gain entry into your home by distraction or deception relating to who they are and why they may be visiting you. As a result, we would like to provide you with some basic steps to take when the door bell rings, aimed at keeping you and your family safe:

Step 1 - Are you expecting anyone? If in doubt, keep them out!

Don’t feel pressured into opening the door. If you have any reason to be suspicious you can speak to them through the letterbox, keeping the door locked.

Step 2 – Use your door chain or spy hole to see who is calling before opening the door.

By keeping your door chain locked when you answer the door, you have a barrier between you and any potential threat. Additionally, if you use a spy hole to identify a cold caller and they cannot provide adequate ID, do not open the door. You and your family's safety should always be your priority, regardless of any explanation that the caller may give.

Step 3 – Check who they say they are.

If you are in any doubt about the callers identity, you can cross-check with the company that they claim to be from. If they don't have adequate ID, don't let them in. Also, don’t rely on identification alone. Call a neighbour or the police to help you to verify a cold caller. If you think someone is a rogue trader call 101* or to report a distraction burglar or rogue trader who has taken your money and is still in the area, call 999 as quickly as you can.

*101 is a non-emergency number to report anti-social behaviour which is now in use throughout the UK.

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