Whilst we pride ourselves on delivering an exceptional service to our customers but occasionally we may fall short of the high standards we wish to attain. If in any instance you need to make a complaint, we want to make it as painless as possible. 

Any complaint we receive will be responded to within 48 hours of it being received. 

An initial “holding letter” will be sent through to you and the intention is to resolve your complaint within ten working days of its receipt.

If we’ve completed our review and full investigation and you’re still not happy, or your complaint isn’t resolved after 8 weeks, you can ask the Communications Ombudsman to help. The Communications Ombudsman is a free and impartial alternative dispute resolution scheme. You can visit www.commsombudsman.org to find out more or contact them via telephone on 0330 440 1614, by email at enquiry@commsombudsman.org or by post at Communications Ombudsman, PO Box 730, Warrington, WA4 6WU.