You can raise a complaint with us either by telephone, email or letter. We recommend email as this allows you to get the complaint to us quickly and also have a written record to refer to.
- Stage 1, In the event you are unhappy about something contact us. We want to know whenever our customers are unhappy so that we can improve our service. You can find several ways to contact us on our Contact us page. Once you have contacted us someone will get back to you within one working day with either a resolution or information as to how we intend to deal with the problem.
- Stage 2, Generally the problem will not reach this stage but in the unlikely event that it does then the complaint will be escalated to senior management in order to resolve the issue who will contact you within 3 working days.
- Stage 3, If you are unhappy with the resolution offered by senior management in stage 2 then you may contact the senior management giving the reasons why you are still unhappy. The senior manager will reply to you with an update within 3 working days.
- Stage 4, If your complaint is still unresolved then your complaint will be passed to a director. If at this stage an agreement still cannot be reached then we will issue you will a deadlock letter and the matter may be referred by you to CISAS (Communications and Internet Services Adjudication Scheme) in order to make a judgement on the issue.