Complaints Procedure

Last updated: February 2026

We are committed to providing you with the best possible service. However, we understand that things can sometimes go wrong. If you are unhappy with any aspect of our service, we want to hear about it so we can put things right.

1. How to Contact Us

If you have a complaint, please get in touch with us using any of the following methods:

To help us investigate your complaint as quickly as possible, please include:

• Your name and account details
• A clear description of the issue
• What you would like us to do to resolve it
• The best way to contact you and your preferred contact times

2. What Happens When You Complain

When we receive your complaint, we will follow these steps:

1. Acknowledgement — We will acknowledge your complaint within 2 working days, confirming that we have received it and providing you with a reference number.
2. Investigation — We will investigate your complaint thoroughly and aim to resolve it within 10 working days. If we can resolve it sooner, we will.
3. Updates — If we need more time to investigate, we will keep you informed of our progress and let you know when you can expect a response.
4. Resolution — Once we have completed our investigation, we will provide you with a written outcome explaining what we found and any action we have taken or propose to take.

3. If You Are Not Satisfied

If we are unable to resolve your complaint within 8 weeks, or if you are dissatisfied with our final response, you have the right to refer your complaint to our Alternative Dispute Resolution (ADR) provider free of charge.

Our ADR provider is:

The ADR scheme is an independent service that will review your complaint impartially. Their decision is binding on us but not on you — you are free to pursue other remedies if you wish.

4. Ofcom

You may also contact Ofcom for general advice about your rights as a telecoms customer. Ofcom does not handle individual complaints but can provide guidance and information.

• Website: ofcom.org.uk
• Telephone: 0300 123 3333
• Textphone: 020 7981 3043

5. Service Credits

If you experience a continuous total loss of broadband service and we do not meet our target to resolve the fault within the timeframes set out in our Broadband Service Agreement, you may be entitled to a daily service credit for each whole day that we are late in repairing the service. The daily credit is calculated as twelve times your monthly charge, divided by 365.

To claim a service credit, please contact us using the details above. We will apply the credit to your next bill, or send you a cheque if you prefer.

6. Vulnerable Customers

We are committed to ensuring that all customers, including those who may be in vulnerable circumstances, are treated fairly and can access our complaints procedure on equal terms.

If you have particular needs that may affect how you interact with us — for example, due to age, disability, mental health conditions, serious illness, or financial difficulty — please let us know. We can provide:

• Communications in accessible formats (for example, large print)
• Additional time to respond or provide information
• A nominated third party to manage your complaint on your behalf
• Priority fault resolution where a loss of service would significantly impact your health or wellbeing

We maintain a Priority Fault Register for customers who depend on their broadband connection for health-related or critical needs. If you would like to be added to this register, please contact us.

7. Recording and Learning

We record all complaints and use them to improve our service. Complaints data is reviewed regularly to identify trends and areas where we can do better. Your personal data will be handled in accordance with our Privacy Policy.