Customer Complaints Code 

Introduction 

Connect Fibre are dedicated to providing the highest quality of service for Connect Fibre Customers and Communities. We aim to ensure that all queries are fully answered, and our customers and residents are knowledgeable and satisfied with Connect Fibre’s service. 

If you feel that this has not been the case, please do let us know. We have the below Complaints Policy to ensure that all complaints are handled as efficiently and effectively as possible. The code is there to help you. We are always ready to listen and react to your needs as quickly as possible, so always feel free to contact us, we do listen, and we will help. 

The following outlines our policy and procedures for the handling of verbal and written complaints. 

Summary 

We want to resolve your complaint as soon as possible and have dedicated teams set up to assist you. 

If your complaint is regarding any of the following issues, please contact the relevant team below. 

• Build in your community: please call our Network Build Care Team on 01223 080789 or email us at network@connectfibre.co.uk 

• Activated service or installation: please call our Customer Team on 01223 080790 or email us at support@connectfibre.co.uk 

You can also make a complaint in writing to Connect Fibre, 13 Southwick Mews, London W2 1JG.

We will do our utmost to ensure that any dissatisfaction is resolved as quickly as possible, to our best ability. 

Our Responsibilities: 

• To provide an efficient, fair, and structured mechanism for handling complaints. 
• To provide customers with access to the complaints handling code. 

• To keep customers informed as to the progress of their complaint and the expected timeframe for resolution. 
• To inform customers of the reached resolution and set expectations of completion. 
• To review our complaints quarterly, so that we can improve our standard of service. 

Handling Your Complaint: 

• Upon receiving a complaint, we will acknowledge your contact via telephone or in writing within 24 working hours. 

• We will keep you informed of the progress of your complaint, proposed actions and the expected time frame for resolution. 
• Our aim is to resolve complaints in a timely manner, and we will aim to reach a resolution plan within 3 working days. 
• Complex complaints may take longer than 3 working days to provide a resolution plan. In these cases, we will regularly update you on the progress and likely timeframe. 
• We will advise you of the outcome of your complaint in writing once a resolution has been agreed. 

Making a Complaint: 

Step One

If you have any query or complaint regarding your Connect Fibre package, service, installation, or the build in your community, then we encourage you to telephone or email in the first instance. Our objective is to resolve the vast majority of enquiries or complaints within your first contact with us. 

If you would prefer, you can appoint an authorised representative or advocate to interact with us on your behalf. Should you wish to do this, please do confirm in writing.  

Step Two: 

When your complaint has been resolved, you shall receive confirmation of this in writing. 

If your complaint has not been resolved to your satisfaction, and depending on the nature of your complaint, your case can be escalated by emailing complaints@connectfibre.co.uk. 

We will acknowledge receipt within 48 working hours and will then thoroughly investigate your complaint and do their utmost to reach a mutually agreed resolution. 

If the situation arises that you are still unsatisfied with the response and/or resolution, then you can request for the matter to be reviewed by a second member of our Senior Management team. This can be done directly via email request; however, we would ask that you give us the opportunity to resolve the matter before escalating to this point. 

Step Three: 

If all else has failed, and we have been unable to resolve the matter to your satisfaction within eight weeks (or earlier if agreement has not been reached), and the above process has been followed, then Connect Fibre is a member of Ombudsman Services who can arbitrate a complaint between yourself and Connect Fibre. This is a free, independent service approved by Ofcom (the communications regulator), that individuals and small businesses can use to settle their disputes with companies that are members. Ombudsman Services can be found at www.ombudsman-services.org 

Please Note: All complaints made to Connect Fibre will follow the above complaints policy. Please do be aware that should your case not have followed the initial path of our complaints policy, then it may be that you are guided back to step one. 

Connect Fibre takes all complaints extremely seriously, therefore please do be assured that our Chief Executive’s office receives regular updates and insights to how the complaints are being resolved by our Customer Experience Team, and Network Build Care team.