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:
Nothing we've written here is contractual. When we supply services and equipment, our terms and conditions apply. You can find these at http://www.plus.net/info2/legal/. Information correct at time of publication (January 2011).
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:
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 Complaints Team.
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:
2 Pinfold Street
If you're a business customer, write to:
Business Support Manager
2 Pinfold Street
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.
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, preferrably during a phone call or email exchange. If we can't do this, we'll agree with you what we can do.
We'll respond to a letter within 10 working days, a ticket within 5 working days 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 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.
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 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 9 months of making your complaint to us.
You can contact CISAS at:
OFCOM is the communications regulator.
They regulate the TV and radio sectors, fixed line telecoms and mobiles, plus the airwaves over which wireless devices operate.
OFCOM make sure that UK residents get the best from their communications services and are protected from scams and sharp practices, whilst making sure that competition can thrive.
You can contact OFCOM at:
2a Southwark Bridge Road
Switchboard: 0300 123 3000 or 020 7981 3000
Fax: 020 7981 3333
Textphone: 020 7981 3043 - please note that this number only works with special equipment used by people who are deaf or hard of hearing
Page last updated 1st May 2012