We aim to resolve every issue straight away, but if we can’t we’ll refer it to a senior member of staff. If they can’t resolve the issue we’ll pass it on to our dedicated customer relations team. In any event, we’ll acknowledge receipt of your complaint within 2 working days and aim to resolve your complaint within 5 working days. If we can’t do this for any reason then we will let you know and keep you updated every week.
Please remember to include:
Where an issue has not been resolved to your satisfaction, you may request that the issue be escalated to our Customer Service Manager. You can expect a response to your escalation within 2 working days.
Referrals to Communications and Internet Services Adjudication Scheme
If we are unable to resolve your complaint within 8 weeks (or if we issue with a dead lock letter), you can refer the issue to Communications and Internet Services Adjudication Scheme (CISAS). You can out more by visiting www.cisas.org.uk or by calling them 020 7520 3827.
You may also write to them at:
24 Angel Gate
You may like to view our Code of Practice, this sets out a clear statement of the policies, products, services and support services that we offer.