If you wish to make a complaint, please see the section “How to contact us
” above. We try our best to respond to most complaints within four days of receiving them. However, we cannot guarantee any time period within which we will respond to or resolve any issue because this will depend on its type and severity.
If one of our Customer Care Representatives is unable to resolve your concern, the matter will be escalated to a Supervisor.
If we have not resolved your complaint to your satisfaction within 12 weeks of your initial complaint or if you have received a letter from us stating that your complaint has reached “deadlock”, then you should follow the procedure set out under “Sorting out disagreements
”, which includes an explanation of how you can refer your complaint to the Communications and Internet Services Adjudication Scheme.