How we handle your complaints - Ofcom approved code of practice
We aim to provide excellent service, but we understand things can sometimes go wrong. When they do, we want to resolve your concerns quickly and fairly. This code of practice explains how to make a complaint and what you can expect from us.
The quickest way to resolve most issues:
When contacting us, please provide:
We'll acknowledge your complaint within 2 working days and assign it to a case handler.
We'll investigate your complaint thoroughly, keeping you updated on progress.
We aim to resolve complaints within 10 working days. Complex issues may take longer.
We'll provide a written response explaining our findings and any action taken.
If you're not happy with our initial response, you can:
If we cannot resolve your complaint within 8 weeks, or if we issue a deadlock letter, you may refer your complaint to the Communications Ombudsman free of charge.
Website: commsombudsman.org
Phone: 0330 440 1614
Email: [email protected]
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU
The Ombudsman is an independent service approved by Ofcom. Their decision is binding on us but not on you.
We provide additional support for vulnerable customers. If you or someone on your account has specific needs (including disabilities, serious illness, or mental health conditions), please let us know so we can provide appropriate assistance.