How To Complain

We are sorry to hear that you have a complaint for us!

Please click here to see how you can get in touch with us, so that we can register your complaint.

Our aim is to resolve any problem as quickly as possible, preferably during a phone call 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 10 working days to any complaints you make. We’ll always try to resolve your complaint immediately, but whatever happens, we’ll keep you regularly updated.

What Happens If We Can’t Resolve Your Complaint

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 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:

70 Fleet Street



0207 520 3827


Before contacting CISAS, all complaints need to be submitted to us 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 Us 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.