topic Re: Complaints procedure in Broadband

Complaints procedure

bcw — Tue, 02 Sep 2025 07:26:28 GMT

Whats the best way to proceed with a complaint now? 3x chats and 2x phonecalls and operators have been unable to resolve my query/complaint. I completed the online complaints for a week a go, when they say they aim to respond within 48 hours. whats the next step?

Re: Complaints procedure

Nrichards — Tue, 02 Sep 2025 11:18:42 GMT

I’m also really interested in this discussion, as I’ve had an extremely poor experience myself. The service I’ve received has been unacceptable, staff have been rude, constantly try to pressure me into closing my complaint, and failed to acknowledge my emails. On top of that, there’s been further misconduct with my account, including what I believe to be breaches of GDPR regulations.

I’ve written, called, and emailed multiple times, yet nothing is properly addressed. The only response I seem to get is pressure to close the complaint rather than actually resolving the issues. The matter is now with the ombudsman, but I’m shocked that it’s impossible to escalate this to a senior authority within the organisation.

Re: Complaints procedure

BethM — Tue, 02 Sep 2025 11:38:05 GMT

Hi both bcw and Nrichards

Please send over a private message with your account details so I can check into this further for you.