We want to get things right, but if something goes wrong please tell us. Making a complaint is free.

How to complain

• Phone: 0117 982 9666 (Monday to Friday, 8:30am to 5:30pm, charged at local rate)
• Email: [email protected]
• Post: Complaints, We Do Your Communications Limited, 20 Apex Court, Woodlands, Bradley Stoke, Bristol BS32 4JT

Please give your name, company, account details and a short description of the problem.

What we’ll do

1. We’ll log your complaint and acknowledge it within 2 working days, telling you who is handling it.
2. We’ll investigate and keep you updated, aiming to resolve it within 10 working days. Some complaints involving network suppliers may take longer, and we’ll tell you if so.
3. If you’re unhappy with our response, ask for it to be escalated to a manager or director, who will review it.
4. When we think the complaint is resolved, we’ll tell you in writing. If you don’t tell us otherwise within 28 days, we’ll treat it as closed.

Taking your complaint further
If your complaint isn’t resolved six weeks after you first raised it, or sooner if we write to say we can’t reach agreement (a “deadlock letter”), you can take it to our independent alternative dispute resolution scheme. This is free.

Communications Ombudsman
Web: www.commsombudsman.org
Phone: 0330 440 1614
Email: [email protected]
Post: P.O. Box 730, Warrington WA4 6WU

Other formats
A free copy of this code is available on paper, in large print, Braille or another accessible format. Just ask.