Complaints code of practice

This Complaints Code of Practice follows the form Ofcom expects of providers of electronic communications services to consumers.

How to complain. Email [email protected] with “Complaint” in the subject line, or call 0333 323 1211. Tell us your name, space, building, and what went wrong.

What we do. We acknowledge promptly, investigate, and aim to resolve within eight weeks. You will get a clear written outcome.

Deadlock and ADR. If we cannot agree, or eight weeks pass, residential consumers may take the complaint to our approved Alternative Dispute Resolution scheme. Scheme name and membership number will be published here before launch. ADR membership is a launch requirement for consumer services.

Vulnerable customers. Tell us if you need us to communicate differently. See our Vulnerable customer policy.