Complaints Procedure

1.Introductions

ITS Technology Group Ltd aim to provide our valued customers with the best possible customer service experience.

If in the unlikely event you are dissatisfied with your service from us please contact us as soon as possible.

2.Making a complaint to ITS

Please supply us with your name, preferred contact number and address details. Please state clearly why you want to make a complaint and explain the nature of your complaint.

We can be contacted by phone, post or email:
  • Call 0333 996 2100
  • Select option two
  • Then select option one for business or option two for residential
  • Write to ITS Technology Group Ltd, C/O Customer Services, 6600 Cinnabar Court, Daresbury Park, Warrington, WA4 4GE
  • Email [email protected]
3.Response and Resolution Times
We will respond to any complaint within 48 hours of receipt. We aim to resolve all complaints within 28 days.
4.Escalation
If you do not receive a satisfactory initial response to your complaint by speaking to a member of our Customer Services Team then please ask for your call to be escalated to the Customer Services Manager. If the Customer Services Manager is not available they will call you back at a time which suits both parties.
5.Independent Adjudication
In the unlikely event of a complaint not being resolved within eight weeks of receipt by ITS you may refer your complaint for independent adjudication through Alternative Dispute Resolution (A.D.R.). We are registered with the Ombudsman Services for Communications, who provide this as a free service to you.
Their contact details are:
Their phone lines are open Monday to Friday from 9am until 5pm. They close at the weekends, on bank holidays and between Christmas and New Year, or by writing to: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU
Dave Ferry
Chief Sales Officer

As Chief Sales Officer, Dave leads the sales strategy at ITS, driving growth and strengthening customer relationships. Overseeing commercial success across Partner Markets, Public Sector and Major Business, Dave uses his 20 years of telecoms experience to build high-performing teams and deliver innovative solutions that meet market demands.

Previously, Dave held senior roles at Virgin Media Business, leading successful teams in various market segments.

Kevin McNulty
Strategy Director

Kevin leads the Strategy team in ITS, comprising the core functions of network Investment (including M&A), regulation, public affairs, product management and marketing. With over 4 years’ experience within the leadership team of ITS, Kevin has played a pivotal role in shaping the business direction as it has grown to be a leading provider of B2B wholesale connectivity.

Prior to ITS, Kevin has a long background in the industry, having held senior positions in BT, Virgin Media, KCOM and NTT – as well as a period spent in consultancy.

Claire Davies
People & Culture Director

Claire is the People and Culture Director for ITS, responsible for ensuring we provide a great place to work, with amazing people who are happy, productive, and engaged.

A CIPD qualified HR professional with previous industry experience at Amey, as well as more recent experience in a number of small businesses, Claire is passionate about putting people first in order to grow the business.

Mike Goodwin
Chief Technology Officer

Mike is responsible for all technical, operations, customer service and security within ITS. Using his degree in Electrical and Electronic Engineering, and MBA from Manchester Business School, Mike focuses on how ITS can introduce and support complex solutions designed to create customer-focused teams that ensure exceptional experience. On top of his extensive career history spanning TalkTalk, Hyperoptic and Fibre Nation, Mike is a Chartered Engineer and Fellow of the IET.

Charlie Versi
Chief Operating Officer

Charlie leads ITS’s end-to-end operational delivery, with a focus on service excellence and delivering an outstanding experience for both partners and their business customers. His appointment will help build on the company’s strong foundations – driving transformation, quality, and innovation and using them as key enablers of continued growth.

Daren Baythorpe
Chief Executive Officer

Daren is a dynamic leader who drives the strategy, growth and direction of ITS. Daren has significant utility / telecoms sector experience and has held several board-level leadership and advisory positions for a number of organisations including Severn Trent Water and BT. He served on the Board of Openreach, where he held executive responsibilities as Director of the Customer Service Division, Director for Field Engineering then latterly serving as Managing Director of the Business Division.

Daren also regularly advises and collaborates with government and other regulatory / telecoms bodies on sector-related issues. His in-depth knowledge and understanding of the requirements of operators and high capacity data users, through his vast experience across the industry, mean that ITS is thriving under his leadership

Kevin Gaskell
Chairman

Kevin leads our board and is responsible for giving strategic advice and counsel, as well as attracting and driving investment. Kevin is recognised as one of the most successful leaders of his generation, having led iconic brands such as Porsche, Lamborghini and BMW. A highly experienced serial entrepreneur and private equity chairman, he has led multi-billion-pound global organisations; and also founded startups such as Epyx Limited, building it up to become the market leader for automotive e-commerce solutions.

Kevin has received multiple accolades; highlights include making the ‘UK’s top 40 leaders under 40’ list, chairing the ‘best UK private equity investment of the year’, and being a founder of award-winning start-up companies across the globe.