Our Promise
Our Commitments to you
We aim to provide you with a professional licence service and technical support to ensure that the frequencies assigned to you are suitable for your needs.
For your enquiries we will:
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Answer your telephone calls promptly and always within 30 seconds.
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Always identify ourselves to you.
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Treat all your enquiries as helpfully and as courteously as possible.
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Minimise the number of people you have to deal with.
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Resolve any problems quickly and effectively.
For your applications we will:
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Send you application forms within 1 working day of your request.
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Process your applications for temporary use of frequencies within 72 hours of receipt (excluding weekend and bank holidays), providing that the correct documentation and fees have been received.
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Send you renewal notices 6 weeks before your licence expires.
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Suggest alternatives where your first choice of frequency is not available
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Keep any information you give us confidential and abide by the Data Protection Act.
To support your operations we will:
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Provide first line advice and guidance in determining the cause of interference
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Try to find alternative channels for you if you are suffering from persistent interference
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Refer cases of interference due to unlicensed operation to Ofcom's enforcement officers.
If you like our service ...
Only occasionally do we have the opportunity to meet our customers face to face but we always welcome constructive criticism and suggestions for improvements. Do please write or telephone if you have any comments about our service.
We would also like to know if you are pleased with our service!
.... And what if you don't?
If you do have a complaint, in the first instance please contact us either by telephone or in writing. We will respond to this within one working day.
Complaints will be investigated and responded to within 5 working days, where we can get the necessary information to be able to investigate the complaint fully.
If you feel our response is unsatisfactory or delayed please contact: -
Daniel Grimes, Business Manager
JFMG
4th Floor
180 Oxford Street
London
W1D 1NN
Tel 020 7299 8660
Fax 020 7299 8661
If you feel that we have not resolved your complaint to your satisfaction then you may want to refer it to Ofcom:
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
We hope that you find the information useful and that it gives you an indication of the quality of service you may expect at all times in your dealings with us.
