Important information about contacting us during the coronavirus outbreak. We’re currently operating with a reduced number of customer service advisors, many of whom are now working from home. We ask that you hold off trying to contact us for the time being, unless your query is urgent. Click here for more information.
£Take the CashBack Challenge

Customer Complaints Code Broadband, Home Phone & Mobile for Business

We aim to be the Nation's Most Trusted Utility Supplier, so if we've let you down in any way we need to know.

Please click here for a printable PDF version of the information below.

Our promise to you

We promise to investigate your complaint fully and provide you with a resolution in a timely manner.

We will:

  • provide you with an apology
  • give you a full explanation
  • take appropriate actions to put things right
  • arrange compensation in appropriate circumstances

If at any point during the complaints handling procedure you are unhappy with how your complaint is being handled, you may request for your complaint to undergo an internal review. You can also find free, independent advice by contacting the Citizens Advice consumer service anytime during the complaint process.

Step 1

Registering your complaint with us

So that we can deal with your complaint, please get in touch.

If you contact us by telephone we will always work to resolve your complaint within one working day.

If you contact us by email or letter, we will always work to resolve this by 5pm the day after the letter or email is received.

Of course, some issues take longer to resolve; if this is the case, we'll set your expectations within the above timescales.

Most complaints are resolved at this stage. If you're not happy at any point you may ask to speak with a member of our escalations team, who may then refer to either the management team or one of our specialist teams.

If your complaint isn't resolved to your satisfaction within the above timescales you may proceed to the next step.

  • call us
  • 0844 815 0506
    Monday to Friday 9am to 6pm
  • minicom /
  • 0333 003 5643
    (deaf / speech impaired members)
  • write to us
  • Member Services
    Utility Warehouse
    Network HQ
    508 Edgware Road
    The Hyde
    NW9 5AB
  • Step 2

    If there's a problem with your complaint

    If, after reporting your complaint through Step 1, you feel that it hasn't been satisfactorily dealt with, you may write directly to the Chief Executive's Office.

    A member of that office will review your complaint and how it was handled and call you or reply to you to try to resolve it to your satisfaction.

    If we're unable to reach an agreement, we will write to you explaining our position and final decision.

  • write to us
  • Chief Executives Office
    Utility Warehouse
    Network HQ
    508 Edgware Road
    The Hyde
    NW9 5AB
  • Step 3

    If the complaint is unresolved to your satisfaction

    If our Chief Executive's Office hasn't resolved your complaint to your satisfaction after eight weeks of first registering your complaint with us, or we have issued you a letter explaining our position and final decision, and you are still unhappy, then you may contact the Ombudsman Services: Communications.

    If referring your case to the Ombudsman Services: Communications, you must do this within twelve months of first registering your complaint with us. They will investigate your complaint and will provide a decision. You can then choose to accept or reject their decision.

    If you accept, we must act on their findings. They could ask us to provide an apology, explanation, take remedial action and provide monetary compensation in appropriate circumstances.

    If you reject their decision, you may pursue your complaint elsewhere, but you will lose the right to any resolution through the Ombudsman Services: Communications.

  • Ombudsman Services:
  • call them
  • 0330 440 1614
  • text phone
  • 0330 440 1600
    (deaf / speech impaired members)
  • write to them
  • Ombudsman Services:
    PO Box 730
    WA4 6WU