Plusnet service

Plusnet Complaints Code of Practice

Summary: Details on our complaints procedure
  1. How to Complain
  2. What we'll do and when
  3. What you can do if you're still not happy
  4. CISAS

1. How you can Complain

We aim to be number one for customer service. However, sometimes things can go wrong and when they do, we want to put them right for you as quickly as we can. If you are a Plusnet residential or small business* customer then here are the ways you can contact us to raise your complaint:

* Small business customers are defined as 'businesses with 10 or fewer employees'.

Online Helpdesk

Go to http://help.plus.net/ (you'll need your account username and password) and select 'Customer Services' then 'Making a Complaint'. This means that you will be able to raise your complaint quickly and directly to our Customer Relations Team.

By letter

It takes longer to reply by letter, but if you prefer to write, please send your letter to the appropriate address below. Make sure you include the account username, postcode and telephone number of the service you're complaining about.

If you're a residential customer, write to:

Customer Relations Manager
Plusnet Plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU

If you're a business customer, write to:

Business Support Manager
Plusnet Plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU

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2. What we'll do and when

Our aim is to resolve any problem as quickly as possible, preferably during a phone call or email exchange with you.

We'll respond within 14 days of receiving your letter, within 7 days if you raise a ticket via our 'Online Helpdesk' and if we're unable to sort out your complaint when you phone us, we'll call you back within 2 working days.

We'll try to sort out your complaint on the spot, but whatever happens, we'll keep you regularly updated.

If our complaint team are unable to resolve your complaint, we'll escalate this to our Complaints Manager.

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3. What to do if you're still not happy

If you're still not happy with the final response to your complaint you can ask the telecommunications ombudsman, the Communications and Internet Services Adjudication Scheme (CISAS) to review your complaint independently. Please note CISAS will not review any complaint which is less than 8 weeks old unless we have given you a letter stating we cannot do anything further (a 'deadlock letter').

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4. CISAS

CISAS provides a free, independent service for Plusnet customers who are not satisfied with the final outcome of their complaint.

CISAS cannot deal with complaints about commercial policy (e.g. our prices or broadband availability). Nor can it deal with complaints from business users with more than 10 employees.

CISAS' contact details are:

CISAS
70 Fleet Street
London
EC4Y 1EU

We try to focus on ensuring all complaints are resolved as soon as possible. For further information please visit our website (www.plus.net) or contact us at the following link.

Nothing within this Complaints Code of Practice forms or is intended to form any contract between you and Plusnet. The products and services described within this document may not always be available, and may change from time to time. Our standard terms and conditions apply to the product or services available. Nothing in this Complaints Code of Practice affects your statutory or common law rights.

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This page last updated 13th August 2014

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