Complaints Policy

We want to put things right

If something has gone wrong, we want to hear about it and fix it as quickly as possible. This page explains how to raise a complaint and what you can expect from us.

Step 1 — Contact us

The fastest way to resolve most issues is to contact our customer support team via our contact form.

Please provide your name, the email address on your account (and your mobile number, if you have a plan with us), a description of the issue, and what resolution you are looking for.

What to expect

• We will acknowledge your complaint within 2 working days
• We aim to resolve all complaints within 10 working days
• For complex cases, we will keep you updated and provide a final response within 6 weeks

Step 2 — If you are not satisfied

If we have not resolved your complaint within 6 weeks, or if you are unhappy with our final response, you can take it to an independent Alternative Dispute Resolution (ADR) scheme approved by Ofcom, free of charge. At 6 weeks we will write to you to tell you this, and both that letter and our final response will name the scheme and tell you how to contact it.

Ofcom

Ofcom is the UK's communications regulator. While Ofcom does not adjudicate individual complaints, they can provide guidance on your rights as a telecoms customer.

ofcom.org.uk

Your rights

As a customer you are entitled to:

• A clear explanation of what went wrong and how we will fix it
• A fair and timely resolution
• Compensation where appropriate
• Access to independent ADR after 6 weeks or on deadlock