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 future.
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 satisfaction.
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 your:
Postal address, email address and mobile telephone number; and
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 circumstances.
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 managing director
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 satisfaction.
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 your complaint;
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 circumstances arise.
Our chosen Alternative Dispute Resolution scheme is run by Ombudsman Services: Communications, an entirely independent decision maker.
Here are the details of our Alternative Dispute Resolution scheme:
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/