Complaints & Escalation

We want every interaction to be excellent. If we fall short, this page explains how to tell us and what happens next.

1. How to Complain

2. Information to Include

Please provide account holder name, service address, a clear description of the issue, any troubleshooting already performed, and preferred contact method.

3. Our Process & Timelines

  1. Acknowledgement within 1 business day.
  2. Initial investigation and response within 5 business days.
  3. Complex cases: progress update every 5 business days until resolution.

4. Escalation Path

If you feel your case is not progressing, request escalation to a senior support lead. If your complaint is still unresolved after 6 weeks, or at any point if we issue you a deadlock letter, you have the right to escalate externally to our ADR scheme (see below).

5. Alternative Dispute Resolution (CISAS)

We are members of CISAS, an Ofcom-approved Alternative Dispute Resolution (ADR) scheme operated by the Centre for Effective Dispute Resolution (CEDR). CISAS is independent and its decisions are binding on us. Referring your complaint to CISAS is free of charge.

6. Accessibility & Vulnerable Customers

We can provide communications in alternative formats on request and will flag priority assistance needs where appropriate.

7. Record Keeping

Complaint records are retained to improve service quality and to meet regulatory obligations.

8. Updates to this Information

We may adjust processes to comply with evolving regulations; the latest revision date is below.

Last updated: 2026-04-23