Summary: Details on our complaints procedure

Whilst we're recognised for our level of customer focus, we do also understand that sometimes we're not perfect. This code of practice will let you know:

  1. How you can complain
  2. What we'll do and when
  3. What you can do if you're still not happy

Nothing we've written here is contractual. When we supply services and equipment, our terms and conditions apply. You can find these at www.plus.net/terms. Information correct at time of publication (May 2014).

If you're not happy with the service we've given you:

1. How you can complain

We aim to be number one for Customer Service. Even so, things can go wrong. When they do, we want to know so we can put them right as quickly as we can. Here are the ways you can complain to us:

Online

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

Complaints 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

We normally try to get back to you by phone, but we're also happy to reply solely in writing if you want us to.

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2. What we'll do and when

Our aim is to solve any problem to your complete satisfaction, and our complaints advisers will try to do this as quickly as possible, preferably during a phone call or ticket exchange. If we can't do this, we'll agree with you what we can do.

We aim to respond to a letter within 14 calendar days and a ticket within 7 calendar days.

We'll try to sort out your complaint on the spot, but whatever happens, we'll respond and keep you regularly updated if it's going to take a while to check into things.

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

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

If you're still not happy having followed the process above, and we've sent you a 'deadlock' letter or 8 weeks have passed since you complained, you can refer your complaint to the Communications and Internet Services Adjudication Scheme (CISAS).

CISAS

CISAS provides a free, independent service for customers who aren't satisfied with the final outcome of their complaints.

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

If you complain to CISAS, you must do so within 6 months of receiving your 'deadlock' letter. If we haven't sent you a 'deadlock' letter, you must contact CISAS within 12 months of making your complaint to us.

You can contact CISAS at:

CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Email: info@cisas.org.uk
Website: www.cisas.org.uk

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