Faults, service levels, compensation and complaints

Please tell us your company name, the service affected (for example the telephone number, circuit or account reference), what is happening and when it started.

What happens next: we log the fault, carry out remote diagnosis with our supplier, arrange an engineer visit through the supplier where one is needed, and keep you updated until it is resolved. We use reasonable endeavours to correct faults but we cannot guarantee that a service will be uninterrupted or fault free. For IT Support Services we will seek to acknowledge every support request within one working office hour of it being logged.

For larger or bespoke services (for example leased lines), service level agreements and guarantees may be available. Their exact terms are agreed individually and are set out in your Services Order Form.

Switching. If you switch an existing landline or broadband service to or from us and we fail to comply with Ofcom’s switching rules (for example the switch does not happen on the date we agreed with you, or service is lost for more than one working day during the switch), or we miss a service or installation appointment connected with the switch, we will pay you compensation, even if the failure is caused by one of our suppliers. We will tell you when compensation is due, or you can contact us. It is paid as a credit on your next invoice, or by bank transfer if there will be no further invoice, normally within 30 days. The amount is proportionate to the delay and disruption, and includes the daily share of the recurring charges affected and any direct costs you incurred because of our failure. No compensation is payable if we gave at least 24 hours’ notice of a change to an appointment, or you agreed a same-day change.

New installations and leased lines. Compensation for delay is not payable for a new installation, or for a leased line, Ethernet or alternative-network service, that depends on surveys, civil engineering, permissions, wayleaves or excess construction work, or where the delay is caused by you, unless your Services Order Form says otherwise.

Billing errors. We only charge for services we have actually provided. If we find or are told of a billing error we will correct it and credit or refund any overcharge.

Other guarantees. Any other service level guarantee that applies to your order is set out in the Additional Information section of your Services Order Form.

Every quote comes with our Terms and Conditions, which set out the minimum term, notice periods, early termination charges and your rights to end the contract if we change it. Copies are available free of charge on request.

We follow the Ofcom Approved Complaints Code. If you are unhappy with our service, please tell us so we can put it right.

How to complain

What we will do

• SuggestedWe will promptly tell you the process we will follow and how long we will take. We will acknowledge your complaint within 2 working days.
• SuggestedWe will investigate, take active steps to resolve it to your satisfaction, and keep you informed. We aim to resolve complaints within 20 working days.
• We will promptly tell you the outcome of our investigation. If you do not tell us within 28 days that you consider the complaint is still unresolved, we may treat it as resolved.
• We will give you a copy of this Code free of charge on request, in hard copy or another format agreed with you, including large print, Braille or electronic format if you are blind or visually impaired.
• We will make it easy for customers with disabilities, customers in vulnerable circumstances, and people acting on their behalf, to complain.

If we cannot resolve your complaint

You can take your complaint to the Communication & Internet Services Adjudication Scheme (CISAS), which is independent of us and free for you to use, if:

• your complaint has not been resolved after six weeks from the date we first received it; or
• we tell you the outcome of our investigation, you tell us that it does not resolve your complaint, and we do not intend to take further steps to resolve it (in which case we will send you a letter about CISAS straight away).