Plusnet Complaints Code of Practice

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. In this Complaints Code of Practice, we’ll tell you how to get in touch with us if you want to make a complaint and how we’ll deal with your complaint.

If you're a Plusnet residential or business broadband or home phone customer, here's how to contact us.

By phone or chat

The fastest way to let us know if you're not happy with your service is by using Plusnet Chat or contacting us by phone (0800 432 0200, 7.30am - 10pm every day). You can raise a complaint via either of these methods and these are the best ways to get a quick resolution to any issue.

Help Assistant

If you prefer to contact us in writing, click here to raise a ticket (you'll need your account username and password). A member of our team will investigate and respond to your complaint within 5 working days.

By letter

If you prefer, you can make a complaint by writing to the address below.

To help us deal with your complaint as quickly as possible, we recommend including some information to help us find your account. Things like your username, postcode and telephone number of the service you're complaining about are really helpful.

Once we receive your letter we will respond within 10 working days. If you need a quicker response, please use one of the other methods mentioned above.

Our address is:
Plusnet plc
The Balance
2 Pinfold Street
Sheffield
S1 2GU

If your complaint is about our mobile services as well, there's no need to raise this separately. Just try to give us enough information so we can find your Plusnet Mobile account as well. So things like your account number, postcode and mobile number.

Please note that if you contact us by phone, chat or the Help Assistant, we won't be able to help with mobile queries there and then. But we'll aim to get back to you within the timeframe below.

If you're a Plusnet Mobile customer, here's how to contact us.

By phone and chat

The fastest way to let us know if you're not happy with your service is by using Live Chat or giving us a call (for free) on 500 from your Plusnet mobile. You can also call us on 0800 079 1133 from any other phone.

By letter

If you prefer, you can make a complaint by writing to the address below.

To help us deal with your complaint as quickly as possible, we recommend including some information to help us find your account. Things like your username, postcode and mobile number are really helpful.

Once we receive your letter we will respond within 10 working days. If you need a quicker response, please use one of the other methods mentioned above.

Our address is:
Customer Services Team
Plusnet Mobile
The Balance
2 Pinfold Street
Sheffield
S1 2GU

If your complaint is about our broadband, phone or other services as well, there's no need to raise this separately. Just try to give us enough information so we can find your broadband account as well. So things like your broadband username or home phone number.

Please note that if you contact us by phone or Live Chat, we won't be able to help with broadband, phone or other non-mobile queries there and then. But we'll aim to get back to you within the timeframe below.

Our aim is to resolve any problem as quickly as possible, preferably during a phone call or online chat with you. However, if we can’t resolve your complaint there and then, we’ll investigate further and get back to you with an update as soon as we can.

If you prefer to contact us in writing, we’ll respond within 5 working days to any complaints you make through the Help Assistant (except for mobile complaints), or within 10 working days to any letter of complaint. We’ll always try to resolve your complaint immediately, but whatever happens, we'll keep you regularly updated.

If you're still not happy with our final position on your complaint, you can take the matter to Alternative Dispute Resolution (ADR) by contacting the Communications and Internet Services Adjudication Scheme (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, broadband, availability, or our decision to refuse to provide a service following our fraud or credit checks), nor can it deal with complaints from business users with more than 10 employees.

You can refer your complaint to CISAS for resolution. CISAS' contact details are:

Address
CISAS
70 Fleet Street
London
EC4Y 1EU

Email
info@cisas.org.uk

Website
cisas.org.uk

Telephone
0207 520 3827

You can also make a complaint using the Online Dispute Resolution Portal. If you do that, you’ll be asked for our contact details. Please add the following information to the form.

Trader’s name: Plusnet
Trader’s email address: resolution@plus.net
Trader’s website: www.plus.net
Trader’s country: United Kingdom
Trader’s address: The Balance
2 Pinfold Street
Sheffield
S1 2GU

Please note: the above contact details are here to help you complete the Online Dispute Resolution form. If you’d like to contact us directly, please see how you can complain.

Before contacting CISAS or referring a complaint on the Online Dispute Resolution portal, all complaints need to be submitted to us by one of the methods outlined in the how you can complain section to give us the opportunity to resolve it. CISAS will not review any complaint which is less than 8 weeks old unless we agree we cannot do anything further and have provided you with a deadlock code.

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 legal rights.