Customer complaints code
We aim to provide the best customer service and experience at all times, so if we've let you down in any way we need to know.
Our promise to you
We promise to investigate your complaint fully and provide you with a resolution in a timely manner.
We will:
- provide you with an apology
- give you a full explanation
- take appropriate actions to put things right
- arrange compensation in appropriate circumstances
If at any point during the complaints handling procedure you are unhappy with how your complaint is being handled, you may request for your complaint to undergo an internal review.
You can also find free, independent advice by contacting the Citizens Advice consumer service anytime during the complaint process.
Step 1
Registering the complaint with us
So that we can deal with your complaint, please get in touch.
If you contact us by telephone we will always work to resolve your complaint within one working day.
If you contact us by email or letter, we will always work to resolve this by 5pm the next working day after the letter or email is received.
Of course, some issues take longer to resolve; if this is the case, we'll set your expectations within the above timescales.
Most complaints are resolved at this stage.
If your complaint isn't resolved to your satisfaction you may proceed to the next step.
| email us | penny@1pbroadband.com |
| write to us | Customer Services 1pBroadband Equinox House 6 Oriel Court Alton Hampshire GU34 2YT |
| call us | 03330 165185 Monday to Friday 9:00am to 5:00pm Calls to or 0333 number (and all 03xx numbers) are charged at your standard network rate as if calling an 01 or 02 number. |
| visit us | You're welcome to come to our Headquarters in Alton. Just call or email to book an appointment. |
Step 2
If there's a problem with your complaint
If, after reporting your complaint through Step 1, you feel that it hasn't been satisfactorily dealt with, you may write directly to the Managing Director's Office.
A member of that office will review your complaint and how it was handled and call you or reply to you to try to resolve it to your satisfaction.
If we're unable to reach an agreement, we will write to you explaining our position and final decision.
| write to us | Managing Director's Office 1pBroadband Equinox House 6 Oriel Court Alton Hampshire GU34 2YT |
Step 3
If the complaint is unresolved to your satisfaction
We understand some complaints can take longer than others to resolve. However, there may be cases where this is not possible. If after six weeks of your complaint being open, or our sending you a "deadlock" letter, you can contact the Ombudsman for an independent review.
The Ombudsman Service offers a free and impartial service for consumers. They'll investigate your complaint, and provide a decision. They could ask us to issue an apology, offer an explanation, take remedial action or provide compensation.
Any decision they make will be binding on us, but not on you. If you reject their decision, you may pursue your complaint elsewhere, but you will lose the right to any resolution through the Ombudsman Service.
| Communications Ombudsman | |
| Telephone | 0330 440 1614 |
| Textphone | 0330 440 1600 Deaf or speech impaired customers |
| Website | commsombudsman.org |
| Address | Communications Ombudsman PO Box 730 Warrington |