We’ll look into your complaint immediately and aim to sort the issue out as fully as we can within 5 working days. If something comes up that means it may take longer than this we’ll let you know.

If you’re unhappy with our decision, ask for one of our team managers to investigate further. A member of the management team will be in contact with you within 24 hours of escalating the complaint and will attempt to resolve any outstanding issues.

You will be regularly updated throughout the course of our investigation into your complaint as to where we are in providing our decision.

We hope that we will have been able to sort out any problems by this stage. However, if you’re still not satisfied after speaking to one of our managers and you’d like an impartial review, ask them how you can get in touch with our dedicated Escalations Team.

You will need to provide:
Your name and address
Your mobile(s) or landline number(s) and account number(s)
Your preferred contact number (for broadband customers please confirm the address of the broadband installation)
As much detail as you can provide about the issue to help us understand more about the enquiry
A suggestion of what you’d like us to do to put things right
If you’ve had any previous correspondence relating to your complaint, any names of supervisors and team managers you’ve spoken to.
The team will review your complaint within 3 working days.