We’re sorry you want to complain. Here’s how you can do it.
Our Complaints Procedure
Step 1 – In the first instance, please give our Customer Service Department a call to discuss your situation and we will always try and resolve your problem on your initial call.
Step 2 – If a member of our Customer Service Team is unable to resolve your complaint to your satisfaction, you can escalate it to a Team Leader or Manager.
Step 3 – if you are still unsatisfied with the resolution we offered you, you can escalate your issue to Director of Zone Broadband who will fully investigate your dispute or complaint within 7 (seven) working days and provide you a written response by email or letter.
If at any time you are not satisfied with the progress of your complaint, you can ask us to agree to an early referral to our Alternative Dispute Resolution (ADR) process and we will issue you with a “deadlock” letter. This will allow you to apply to CISAS (Communications and Internet Services Adjudication Scheme), an Ofcom approved independent arbitrator that will assess your case and make a judgement so that the issue can be resolved. Please note that we may decline to provide a “deadlock” letter if we believe that we will shortly resolve your complaint and are taking active steps to do so. If your complaint is not settled within 8 (eight) weeks, you can take the complaint to CISAS without the need for a “deadlock” letter.
You will need to contact CISAS directly as we are unable to start this process for you:
CISAS International Dispute Resolution Centre
70 Fleet Street
Tel: 0207 536 6000