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. If you are a Plusnet residential or business customer then here are the ways you can contact us:

Raising a complaint

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. Make sure you include the account username, postcode and telephone number of the service you're complaining about.

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.

Postal address:

Plusnet plc
The Balance
2 Pinfold Street
S1 2GU

Our aim is to resolve any problem as quickly as possible, preferably during a phone call or online chat with you. However, if we are unable to resolve your complaint there and then, we will investigate further and contact you with an update as soon as we can.

If you prefer to contact us in writing, we will respond within 5 working days to any complaint raised through the Help Assistant, or within 10 working days to a letter of complaint. We will 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 or broadband availability), 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:

70 Fleet Street

You can also raise your complaint via the Online Dispute Resolution Portal. If you do so, you’ll be asked for our contact details. Please add the following information to the form:

Trader’s name: Plusnet
Trader’s email address:
Trader’s website:
Trader’s country: United Kingdom
Trader’s address: The Balance
2 Pinfold Street
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 statutory or common law rights.