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Customer complaints code

We aim to provide the best customer service and experience at all times, so if we've let you down in any way we need to know.

Our promise to you

We promise to investigate your complaint fully and provide you with a resolution in a timely manner.

We will:

  • provide you with an apology
  • give you a full explanation
  • take appropriate actions to put things right
  • arrange compensation in appropriate circumstances

If at any point during the complaints handling procedure you are unhappy with how your complaint is being handled, you may request for your complaint to undergo an internal review.

You can also find free, independent advice by contacting the Citizens Advice consumer service anytime during the complaint process.

our team?

Step 1
Registering the complaint with us

So that we can deal with your complaint, please get in touch.

If you contact us by telephone we will always work to resolve your complaint within one working day.

If you contact us by email or letter, we will always work to resolve this by 5pm the next working day after the letter or email is received.

Of course, some issues take longer to resolve; if this is the case, we'll set your expectations within the above timescales.

Most complaints are resolved at this stage.

If your complaint isn't resolved to your satisfaction you may proceed to the next step.

write to usCustomer Services
Equinox House
6 Oriel Court
GU34 2YT
call us03330 165185
Monday to Friday 9:00am to 5:00pm Calls to or 0333 number (and all 03xx numbers) are charged at your standard network rate as if calling an 01 or 02 number.
visit usYou're welcome to come to our Headquarters in Alton. Just call or email to book an appointment.

Step 2
If there's a problem with your complaint

If, after reporting your complaint through Step 1, you feel that it hasn't been satisfactorily dealt with, you may write directly to the Managing Director's Office.

A member of that office will review your complaint and how it was handled and call you or reply to you to try to resolve it to your satisfaction.

If we're unable to reach an agreement, we will write to you explaining our position and final decision.

write to usManaging Director's Office
Equinox House
6 Oriel Court
GU34 2YT

Step 3
If the complaint is unresolved to your satisfaction

If our Managing Director's Office hasn't resolved your complaint to your satisfaction after eight weeks of first registering your complaint with us, or we have issued you a letter explaining our position and final decision, and you are still unhappy, then you may contact the Ombudsman Services: Communications.

Ombudsman Services: Communications offers a free and impartial service for telecommunications customers. If referring your case to the Ombudsman Services: Communications, you must do this within nine months of first registering your complaint with us. They will investigate your complaint and will provide a decision. You can then choose to accept or reject their decision.

If you accept, we must act on their findings. They could ask us to provide an apology, explanation, take remedial action and provide monetary compensation in appropriate circumstances.

If you reject their decision, you may pursue your complaint elsewhere, but you will lose the right to any resolution through the Ombudsman Services: Communications.

 Ombudsman Services:
call0330 440 1614
textphone0330 440 1600
(deaf / speech impaired customers)
write to themOmbudsman Services: Communications
PO Box 730