Telecoms complaints procedure

Step 1

Our Customer Service Advisors have been empowered to resolve complaints on the first call whenever they can. If you have written to us, we may need to contact you by phone to obtain more information before we can investigate your complaint. We may need to speak to a third party, such as a wholesaler, before we can resolve your complaint, but we’ll keep you updated on our progress if we need to do this. If our Customer Services Team can’t resolve your complaint, it will be passed to our Customer Resolution Team.

Step 2

The Customer Resolution Team will acknowledge your complaint before conducting a full review and completing further investigations if needed. They’ll get back to you either on the phone or in writing.

Step 3

If you’re still unhappy after we’ve completed our review and investigation, or your complaint isn’t resolved after 8 weeks, you can ask Ombudsman Services: Communications to help. The Ombudsman Services: Communications is an independent alternative dispute resolution scheme. You can visit www.ombudsman-services.org to find out more, or contact them on 0330 440 1614.