You can contact us through any of the following:
Once we have received your complaint, we will reply to you within two working days to confirm we have received it. We’ll also decide whether we think your complaint is related to lines services, or our service. If we think your complaint is related to lines services, we’ll refer your complaint to your lines company within two working days of receiving it and tell you we have done this (as well as who will be the contact person at the lines company for resolving your complaint). The lines company will then be responsible for managing and resolving your complaint, but we will continue to monitor and facilitate the resolution of your complaint by the lines company.
If we think your complaint is related to our service then from there we’ll contact you directly to work through the issue with you, and continue to update you via email. We’ll monitor your complaint progress regularly to ensure we resolve it with you as soon as possible. We aim to resolve all complaints within 20 working days.
If it takes us longer than 20 working days to resolve your problem, then we’ll contact you to let you know and to give you further options.