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Complaints Procedure

To ensure that any complaints can be fully investigated and resolved satisfactorily, please read carefully the instructions listed below. Please rest assured that we take all complaints very seriously.

Please contact a member of staff within the relevant department.
Contact methods can be found on our contact page. If you are unsure of which department to direct your complaint to please call our main number and speak to a member of staff.

A leading member of staff will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly.

In most cases, no further action will be necessary. However, in the event that the member of staff is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the department's Team Leader, who will contact you within four hours and undertake further investigation. The Team Leader will then report back to you within 48 hours.

Customers not satisfied with the resolution or explanation provided can make a further written complaint to the relevant department's manager who will respond in writing within 14 days of receipt. In the event that all the above procedures have been followed and completed without eliciting an acceptable response or proposed resolution, the manager will provide the necessary instructions to enable a written complaint to be made to the Managing Director who will respond in writing within 30 days of receipt.

As a member of the Internet Service Providers Association, if you are not satisfied with the terms of any proposed resolution or explanation contained in the reply sent to you by the Managing Director, you will have the option of raising a case with CISAS (Communications and Internet Services Adjudication Scheme) who will act as independent arbitrator. To initiate this procedure, you should contact CISAS directly as per the details below:

CISAS

c/o The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP.
Telephone: 020 7421 7444
Fax: 020 7404 4023
E-mail: cisas@arbitrators.org

Complaints Contact Details

Please email complaints@oosha.co.uk

alternative contact details can be found here