Customer service guarantee

We value your custom, so that's why we aim to provide you with a service you can trust and depend on. Our Customer Service Guarantee means that if we're late repairing your......

We value your custom, so that's why we aim to provide you with a service you can trust and depend on.

Our Customer Service Guarantee means that if we're late repairing your service, we'll make it our priority to keep you connected by offering to divert your incoming calls to a number of your choice.

On 1 April 2019, we introduced automatic compensation. So if your missed appointment, order or fault was raised after 1 April 2019, take a look at Automatic Compensation >

Here are some further features of our Customer Service Guarantee:

If we're late repairing your service, we can divert all of your incoming calls to a different number, free of charge. The number chosen must be a UK number, although there are some exceptions, such as 0800 and 0870 numbers.


If we fail to repair or supply your service on time, you can claim Daily Rate Rental Credit which will be calculated as follows: Quarterly rental x 4 divided by 365 = the daily rental.

The daily rental will be multiplied by the number of days we're late in installing or repairing your service. This also applies to chargeable calling features. These tables show you from which day the Daily Rate Rental Credit will begin.

Failure to supply your service on time
Agreed date of installation Daily Rate Rental Credit begins:
Monday Tuesday
Tuesday Wednesday
Wednesday Thursday
Thursday Friday
Friday Saturday
Saturday Sunday
Sunday Monday

Failure to repair your service on time
Day fault was reported Daily Rate Rental Credit begins:
Monday Tuesday
Tuesday Wednesday
Wednesday Thursday
Thursday Friday
Friday Saturday
Saturday Sunday
Sunday Monday


In the unlikely event of your service being disconnected in error, you can also claim Daily Rate Rental Credit, which will be calculated from the moment of disconnection, and credited to your next bill. This includes total loss of incoming or outgoing calls or any calling features.


If we fail to keep an appointment we've made with you, you can claim a one-off fixed rate payment of £10.

 

How to make a claim

To make a claim you must contact us >

How we'll pay you

We'll normally take off any amounts that we owe you from your next phone bill.

More information

On 10 November 2017, Ofcom announced a Voluntary Code of Practice for communications providers to give customers automatic compensation. You can see more information on the announcement here >

 

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