Complaints Procedure
We aim to provide a high standard of service to every customer. If something has gone wrong, we want to hear about it so we can put it right. This page explains how to raise a complaint, what information we need, and what happens next.
How to Make a Complaint
You can raise a complaint with us using any of the following methods. Whichever route you choose, we will acknowledge and investigate your concerns.
By Post
Customer Services Department
Business Telco
15 Main St, Normanby
Scunthorpe, DN15 9HY
What Information We Need
To help us investigate and resolve your complaint as quickly as possible, please provide the following where available:
The more detail you can provide upfront, the faster we can work towards a resolution.
What Happens Next
Once we receive your complaint, we follow a clear process to ensure it is handled fairly and promptly.
Acknowledgement
We aim to acknowledge your complaint within one week of receiving it. This acknowledgement will confirm that your complaint has been logged and is being looked into.
Investigation & Resolution
We will investigate the issues you have raised and work towards a resolution. Our target is to resolve complaints within eight weeks of receipt. If we need more time, or if the matter is more complex, we will keep you updated on progress.
Final Response
Once our investigation is complete, we will provide you with a clear written response. If we are unable to resolve the matter to your satisfaction within eight weeks, or if a deadlock is reached sooner, we will issue a deadlock letter explaining your options.
Escalation & Alternative Dispute Resolution
Escalation to Management
If you are not satisfied with the initial response to your complaint, you can request that it is escalated to a member of our management team for further review. To do so, call us on 0333 577 3007 or use our contact form stating that you would like your complaint escalated.
Alternative Dispute Resolution (ADR)
If your complaint remains unresolved after eight weeks, or if we have issued a deadlock letter, you have the right to refer the matter to an independent Alternative Dispute Resolution (ADR) scheme. Our ADR provider is:
CISAS provides a free, independent adjudication service. You are not obliged to accept their decision, and using this service does not affect any other legal rights you may have.
You can refer your complaint to CISAS once eight weeks have passed since you first raised it with us, or sooner if we have issued a deadlock letter.
Need to Get in Touch?
Whether you have a complaint, a question about your service, or you would like help reviewing your current mobile setup, we are here to help.