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Complaints

If something isn't right

Tell us. A manager looks at every complaint, and we'll tell you plainly what we're doing about it.

How to complain

Whichever suits you. It's free, and you don't need to use the word "complaint" for us to treat it as one.

Tell us your name, your account number or the phone number it's about, what went wrong, and what you'd like us to do. If someone else is complaining for you, let us know that's alright with you.

What happens next

  1. We confirm we've got it within 2 working days, with the name of the person looking after it.
  2. We look into it and aim to sort it out within 10 working days. If it needs longer, for example because we need a network or an engineer, we'll tell you why and keep you updated.
  3. We tell you what we've found and what we'll do, in writing if you'd like.

Not happy with our answer? Ask for it to go to our director, who will look at it again.

Help with complaining

If you need this page in large print, on paper, or explained over the phone, or if anything makes it harder for you to deal with us, just tell us and we'll make it easier. Someone can also complain on your behalf.