This code applies to our domestic and small business customers. 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 communications 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 contact details set out below. You can also contact us and ask for a copy in Braille, large print, audio file or, where available, an electronic format appropriate to your reasonable needs. If there is going to be any delay, for example if a particular format of the Code is not readily available, we will let you know.
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. 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.
How to contact us
By phone: +44 (0) 203 488 0088
By post: Virtual Landline, Unit 6, Glenmore Business Park, Blackhill Road, Poole, Dorset BH16 6NL
If you contact us in writing, please don't forget to include:
Telephone number (landline and/or mobile)
and Email address.
When you contact us please give us full 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 7 working days. If we can't get hold of you by phone, we'll email you or we'll write to you.
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 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.
How to escalate your complaint
If you're not satisfied with our response to your complaint, you can ask us to escalate the complaint to our customer services manager.
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 after 8 weeks we have failed to resolve your complaint to your satisfaction you can escalate your complaint.
If you're still not happy: Alternative Dispute Resolution
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 send you a letter reminding 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 CEDR, Centre for Effective Dispute Resolution.
The details of our Alternative Dispute Resolution scheme:
Centre for Effective Dispute Resolution
70 Fleet Street,
London EC4Y 1EU
Web site: https://www.cedr.com/consumer/
Make a Complaint: https://www.cedr.com/consumer/cisas/
Tel: +44 (0)20 7520 3800
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.