Complaints Handling Policy

We handle every complaint fairly, promptly, and without unnecessary delay — aiming for a fair and reasonable resolution in every case.

If you are dissatisfied with any aspect of our products, services or customer service, please contact us using any of the methods below. For the quickest response, we recommend telephone or email — but complaints submitted by post will be handled in the same manner once received.

We aim to acknowledge all complaints within two working days of receipt. Each complaint will be assigned a unique reference number to assist with tracking and future correspondence.

Your complaint will be referred to an appropriate member of our senior team, who will investigate the matter thoroughly and impartially. As part of our investigation we may:

• Review account records and correspondence.
• Examine technical or billing information.
• Obtain information from our suppliers or network partners where necessary.
• Contact you if further information or clarification is required.

We will carefully consider all relevant information before reaching a decision.

Once our investigation has concluded, we will provide you with our final written response, which will explain:

• The outcome of our investigation.
• The reasons for our decision.
• Any actions we propose to take to resolve the complaint, where appropriate.
• Your rights to refer the complaint to Alternative Dispute Resolution (ADR), where applicable.

We are committed to ensuring our complaints process is accessible to all customers. If you require this policy or our correspondence in an alternative format, or if you require additional assistance because of a disability or personal circumstances, please let us know and we will make reasonable adjustments wherever possible.

We maintain records of all complaints received to:

• Assist with investigating and resolving individual complaints.
• Identify recurring issues.
• Improve the quality of our services.
• Meet our regulatory obligations.

We regularly review complaint trends and customer feedback to identify opportunities to improve our products, services and customer experience. Complaint information is handled in accordance with applicable data protection legislation and our Privacy Policy.