Complaints Handling

Our aim is to provide a high-level of customer service and support to all our customers. However, we recognise that, no matter how hard we try, problems can occur and we won’t always get things right.

If we have made a mistake and you wish to complain, we will take your complaint seriously. This document outlines what we will do to put things right as quickly as possible.

You can raise a complaint by phone, e-mail, web form or letter using the contact details provided below.

Step 1

Contact the Customer Service team with your complaint. You can do this by phone, email or letter or through the web form on our `contact us’ page.

Our front-line team member will ask you for all relevant information regarding your complaint and how we can resolve this for you.

They aim to resolve your complaint directly with you, preferably during the initial phone call or, if via email, within 5 days. If they are unable to resolve your complaint to your satisfaction, they will escalate the complaint internally to their team leader for further action.

Step 2

If the team leader is not available immediately, they will try and contact you within 3 working days to reach a resolution with you. If they have been unable to speak with you directly, they will contact you in writing outlining their findings and what we can do to resolve your complaint.

Step 3

In the rare cases where we have not been able to agree upon a resolution after this escalation, you have the option to escalate your complaint to the Head of Department for review. Within 10 working they will send you their final written response, along with any new recommendations of actions.



01 5719222

Opening hours

9:00 – 17:00 Monday to Friday
10:00 – 15:00 Saturday to Sunday

email: please use the web form available on the contact page.

Customer Services
108 Churchill Rd, Bicester OX26 4XD
United Kingdom

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