Complaints Escalation Process are an independent company that deliver communications services to business customers.

While we may not provide all the component parts of our service ourselves, we do take responsibility for services provided to our customers. So we will liaise with our suppliers to ensure that any problems with their services are resolved as promptly as possible. has in place a structured complaints escalation process for customers who wish to make a complaint in relation the service provided.

In order to obtain a copy of Complaints Handling and Dispute Resolution please email [email protected] or contact client services on
0345 222 6000.

Stage 1

Any customer complaints relating to our service should be made in the first instance to our Client Services team, who will make all reasonable endeavours to resolve any complaints raised.

Complaints can be raised by calling 0345 222 6000, emailing [email protected] or by writing to Client Services,, Grosvenor House, Central Park, Telford, Shropshire, TF2 9TW.

Stage 2

If you remain dissatisfied with the resolution offered by client services, you can request that the complaint is escalated by calling us on 0345 222 6000 or emailing [email protected], or by writing to Executive Office,, Grosvenor House, Central Park, Telford, Shropshire, TF2 9TW.

Stage 3

Any unresolved complaints will be transferred to Director Level, who will conduct a thorough investigation of the complaint and provide a formal written statement to the customer within 28 days of the complaint being transferred to the Director Level.

This process may include speaking to you the customer to document the course of events that led to the complaint and request any documentary evidence from the customer or third parties, to assist with their investigations.

Once a complaint is at Stage 3, you will be contacted directly by a Director and contact details provided to you.

Stage 4

If you consider that we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a letter or email from us saying that we have now exhausted our internal complaints procedure, you now have the right to ask Ombudsman Services: Communications to consider your complaint. You’ll find their details below:.


Phone: 0330 440 1614

Post: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU

Email: [email protected]

The quickest and easiest way to register your complaint is online via Ombudsman Services’ website. The Ombudsman is there to resolve disputes between communications providers and their customers. It is free to use their services, and they are totally independent – so they do not take sides.

If you agree with their decision, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.

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