Whilst we always strive to provide the best customer service
possible, sometimes things go wrong. If there is anything
you're not happy with, please let us know so that we can work
with you to put things right and provide a better service in
This complaints code sets out how you can lodge a complaint
about any aspect of our service including our general customer
service. It tells you how to contact us, what we'll do and (if
we aren't able to resolve the complaint to your satisfaction)
how you can take things further.
You can request a free paper copy of this complaints code
using our customer services contact details set out below. You
can also contact us and ask for a copy large print or a text
file that can be used on your computer.
How you can make a complaint
If you're unhappy with any aspect of our services, the best
way to contact us is by phone or by opening a support ticket
on the portal. If you prefer to contact us in writing you can
email or write to us instead, but it may take us a little
longer to respond.
We have explained our internal complaints handling procedure
below. This procedure has been designed to ensure that
complaints can be resolved fairly and swiftly to your
Unfortunately, we sometimes get complaints which have no
merit or have been made simply to harass our staff. We take
the safety and well-being of our staff very seriously and
consequently neither we nor our Alternative Dispute Resolution
provider can deal with this type of complaint. If we can't
deal with your complaint, we will let you know.
If you contact us in writing, please don't forget to include
Postal address, email address and mobile telephone
Sufficient details of your complaint to allow us to deal
with it, including any steps which have been taken to
attempt to resolve the complaint so far.
If you contact us in writing, we will aim to respond to you
within two working days. If we can’t get hold of you by phone,
we’ll email you (if you've given us your email address), or
we’ll write to you at the company account address on file.
Investigating and resolving your complaint
We'll make every effort to resolve your complaint straight
away. If that's not possible, we will keep you updated every
five working days on the steps we are taking and when we
expect your complaint to be resolved. The steps we take to
investigate your complaint will depend on the particular
We endeavour to resolve all complaints within fourteen days.
How to escalate your complaint
If you're not satisfied with our first response to your
complaint, you can ask us to escalate the complaint to our
We will let you know the outcome of our investigation into
your complaint and how your complaint has been resolved. If we
don’t hear from you within 28 days of telling you the outcome
we will consider that the complaint has been resolved to your
If you're still not happy: ADR
If we haven't been able to resolve your complaint to your
satisfaction by following the process set out in the above
sections of this Code within 8 weeks, you can refer your
complaint to Alternative Dispute Resolution free of charge.
You can also refer your complaint to Alternative Dispute
Resolution free of charge at any time, if:
we have told you the outcome of our investigation into
our proposed outcome doesn’t resolve your complaint to
your satisfaction; and
there are no further steps that we are proposing to take
that would have had a different outcome.
We will inform you of your right to refer your complaint to
our Alternative Dispute Resolution scheme if the above
Our chosen Alternative Dispute Resolution scheme is run by
Ombudsman Services: Communications, an entirely independent
Here are the details of our Alternative Dispute Resolution
Post: Communications Ombudsman
PO Box 730
Warrington, WA4 6WU
Ofcom regulates us as part of the communications industry.
Ofcom ensures, among other things, that all communications
providers have a process for handling complaints. Ofcom
doesn't investigate individual complaints on behalf of
consumers or adjudicate, but it can provide guidance on the
complaints process we have set out in this Code. You can find
more information about Ofcom here https://www.ofcom.org.uk/