OFCOM requires that providers of Electronic Communication Services have a transparent, accessible and effective Code of Practice for Complaints Handling with appropriate access to Alternative Disputes Resolution process (ADR).
Our aim is to provide a high-level of customer service and support. However, we recognise that problems can occur and this document outlines what we will do to put things right as quickly as possible.
Contact the Customer Service Desk with your complaint. You can do this by phone, fax, email or letter. It helps if you can use the form available on the Support page on your My Account section as this will automatically fill in account and technical details.
Our front-line team member will take the details of the complaint and investigate it with the intention of resolving it as quickly as possible.
In most cases, they will be able to resolve your complaint directly and reply to you accordingly. If not, they will escalate the complaint internally to their team leader for continuing action.
The team leader will work with the team member to find the cause of the complaint. You will receive an initial response within 2 working days including, where relevant, a summary of what we are doing to investigate the complaint and estimated time-to-resolve.
If you are not satisfied with this response, you may ask the team member / team leader to escalate to the Customer Service Desk management team. This team will give you a response within 10 working days.
Alternative Dispute Resolution (ADR) Process
If you are not satisfied with the progress of your complaint, you may ask us to issue a "Deadlock Letter" so that you can take the complaint to our Alternative Dispute Resolution scheme which is operated by the Ombudsman. The Ombudsman is an independent arbitrator who will assess cases for consumers and small businesses and make a judgement for resolution of the issue.
(We may decline to issue a "Deadlock Letter" if we have reasonable grounds to consider we can resolve your complaint in a timely manner and are taking steps to do so; if the complaint can be considered vexatious; or if the subject-matter of the Complaint is outside the jurisdiction of the ADR scheme.)
If 8 weeks have elapsed since the complaint was first raised and you are still not satisfied with our response, you may take the complaint to the Ombudsman
The Brew House
Warrington WA4 6HL
phone: 0330 440 1614
fax: 0330 440 1615
textphone: 0330 440 1600
Satellite Internet Customer Service Desk Contact Details
- from UK 03333 447700
- international +44 (0)3333 447700
- from UK 03333 447711
- international +44 (0)3333 447711
(Our number is an 03 number which should cost the same as a standard 01 or 02 geographic number and should be included in inclusive minutes packages from landlines or mobiles https://consumers.ofcom.org.uk/files/2010/01/numbering.pdf )
email: it helps if you can use the form available on the Support page on your My Account section as this will automatically fill in account and technical details.
Customer Service Desk
3 Phoenix Park
London NW2 7LN
If you require a hardcopy of this code, you may download one here or ask us to post it to you.