We hope that you’ll never have reason to complain about any aspect of our services.
However, if you have a complaint related to your current broadband speed or service, you need to call your existing service provider so they can help you.
If your complaint is related to the broadband universal service process, then you should call the universal service help desk on 0800 783 0223 so they can help you.
You can raise a complaint at any time. We will try to solve the issue quickly where we can, but there may be times when it may take a while to sort out. We’ll let you know how long it’s going to take and when to expect an update. If, after contacting us, we have not resolved your complaint within eight weeks or if we are unable to resolve the situation, you may refer your complaint to Ombudsman Services, free of charge.