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Our complaints procedure

​Excellence is Our Standard, with this in mind we aim to achieve the highest quality of service in the UK.

Our pride is taken from the reliability of the service provision and the high quality of customer support maintenance provided by all departments. Setting our standards so high, we may not always get it right the first time round. Keeping with our high quality of service, we aim to resolve your query as quickly and efficiently as possible. To keep improving the quality of our services we have a set procedure in order to make it easier to raise your query and to ensure you receive the best resolution available.

What you should do

When first raising your query we ask that you contact, via email, a member of staff in the department most relevant to your query, if you are unsure of which department to report to, please contact our Customer Support Team via the complaints form on the right. We ask that all queries are raised within 7 working days of receiving the invoice.

What we will do

To ensure your query is dealt with correctly, an adviser will take all the relevant information regarding your query and, where possible, resolve the issue directly. If we are unable to resolve your issue to your satisfaction, we will escalate your query to the department's team leader. We aim to respond to all queries within 48 hours. If you are not satisfied with the department manager's response your query will be escalated to the corresponding Operations Manager or Financial Controller who will respond within 3 working days of receipt. If your query remains unresolved, we will give you details to enable a query to be made to our Managing Director who will respond within 5 working days.

Alternative Dispute Resolution (ADR) process

If at any time during this process you are not satisfied with the progress of your query you can ask us to agree an early referral to our Alternative Dispute Resolution (ADR) process and we will issue you a “deadlock” letter. This will allow you to apply to THE OMBUDSMAN SERVICE LIMITED (Communications and Internet Services Adjudication Scheme). THE OMBUDSMAN SERVICE LIMITED is an independent arbitrator who will assess cases for consumers and small businesses and make a judgement so that the issue can be resolved. (We may decline to provide a deadlock letter if we do believe we will shortly resolve your query and are taking active steps to do so).

If your query is not settled within 8 weeks, you can take your query to THE OMBUDSMAN SERVICE LIMITED without the need for a deadlock letter.

You will need to contact THE OMBUDSMAN SERVICE LIMITED directly as we are unable to start this process on your behalf:


The Brew House
Wilderspool Park
Greenall's Avenue

Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600


FCA Head Office

25 The North Colonnade
E14 5HS

Switchboard: 020 7066 1000 


If you have any queries about our query procedure, please contact our Customer Services Team via e-mail at [email protected]

Alternatively you can write to:

Customer Services
XL House
Crown Business Park
Cowm Top Lane
OL11 2PU

Complaints Procedure

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