The first thing to do is to get in touch
We set out to be different to other providers and put customers at the heart of everything we do, to make sure we give you the best possible experience. We never expect or plan for things to go wrong, but if they do, we’re here to make sure we put them right, and as quickly as we can.
Your first action should always be to contact our Customer Service team. Just call us on 01223 080 790, email support@connectfibre.co.uk or get in touch via Facebook messenger or live chat. Be sure to include your full name and address and we’ll do everything we can to get any issues you have resolved.
If we can’t resolve an issue or concern and you still want to go ahead and raise a complaint, here’s how you do it.
Speak to us
Call our Customer Service team on 01223 080 790. We’ll aim to get any issues you have resolved during the initial call, but if we need to investigate further, we’ll always do this as quickly as we can and will keep you informed at every step until your issue is resolved. Our team is available 8am – 7pm, 7 days a week.
Email us
Send an email to support@connectfibre.co.uk. It’s important to include your full name and address, the best contact number for you and the best time of day (during our business hours, as above) to speak to you. We’ll call you within 48 hours to let you know we’ve got your complaint and discuss how we can resolve this. If needed, we’ll use this call to get any other information we may need to be able to fully investigate your concerns. We’ll always aim to get your complaint resolved on the call, but if need to investigate further, we’ll be sure to let you know when to expect the next call from us.
Write to us
Send a letter with full details of your complaint and the best contact details so we can get in touch to resolve.
Customer Service Team – Complaints
Second Floor, Sundial House
114 Kensington High Street
London
W8 4NP
Handling your complaint
Regardless of how you get in touch, we will contact you within 48 hours of receiving your complaint to acknowledge it and aim to resolve it there and then. If we can’t, we’ll aim to resolve within 5 working days. If any further investigation is required, we have up to 28 working days from the date you raised the complaint to aim to resolve it for you.
If you don’t feel your complaint has been resolved
We always want to make sure you’re happy with the resolution to your complaint. We’ll always be transparent about what went wrong, fix the problem (if there was one) and apologise. If it’s the right thing to do, we may offer compensation. If for any reason you’re not happy with the resolution, you can escalate your complaint to our Customer Service Manager by emailing support@connecfibre.co.uk or sending a letter to the address above.
Your complaint will be acknowledged within 5 working days. If we can’t resolve this immediately, we’ll discuss the follow up actions and timescales with you.
Independent dispute resolution
If for any reason we haven’t managed to resolve your complaint within 8 weeks from the date you made it, or we agree that the complaint should be settled by independent adjudication we’ll send you a letter confirming that you have the right to refer your complaint to the Ombudsmen at www.ombudsman-services.org. This is a free service available to residents and businesses which can be used to help settle disputes or complaints.
Please note
We take any complaint very seriously and will always review what went wrong and how we resolved it to inform changes within our business to make sure it doesn’t happen again. Customer feedback is incredibly important in helping us deliver outstanding customer experiences.