Complaining about your broadband


How do I complain about my broadband service?

Contact us and we’ll try to sort things out immediately, or give you an estimate of how long it will take and keep you informed. You can also ask to speak to a manager.

If you are still unhappy eight weeks after you’ve given us the chance to deal with your complaint, you can refer the matter to the Ombudsman.

How do I contact the Ombudsman?

We are a member of 'Ombudsman services: Communications' (the Ombudsman).

This is an independent dispute resolution service approved by the industry regulator for dealing with unresolved complaints from domestic or small business customers.

If you are still unhappy eight weeks after you have given us the chance to resolve your complaint, you can refer the matter to the Ombudsman.

If we can’t sort the matter out for you, we may agree with you within eight weeks that you can refer your complaint to the Ombudsman. We would issue a 'deadlock letter', which allows the Ombudsman to look at your complaint earlier than eight weeks after you have raised it with us.

Ombudsman Services: Communications

PO Box 730 Warrington WA4 6WU

Phone: 0330 440 1614 or 01925 430 049

Textphone: 0330 440 1600 or 01925 430 886

Fax: 0330 440 1615

or visit their website.