Skip to content

Complaints Code

We are committed to providing an excellent level of service and want every customer to have the best experience they can.

If you have a query or are in any way dissatisfied with the level of service you have received or are receiving, please contact our Customer Support team. We will do whatever we can to resolve the matter and will always try to address any issues or concerns at first contact.

Contact Us

By Phone, including Text Relay, on 0333 234 2220

By Email to

By Online form

By Post FibreNest, Box 745, York, YO1 0JF

Making a complaint

When you make us aware you are dissatisfied, we will review all concerns as fast as possible and aim to resolve your complaint within 10 days, if we need a little longer to resolve your complaint we will let you know and agree how we will keep you updated.

Step 1

We will work with you to resolve any problems or concerns you have as quickly as possible. Taking into account the points you have raised, we will review the details within our systems and provide you with a resolution. Where we are unable to resolve your complaint on the first call, we will agree how we will keep you updated.

Step 2

We aim to resolve your complaint quickly, if you are not fully satisfied with our proposed resolution, you can escalate your complaint. Our management team will review your complaint in detail, including our proposed resolution, and will keep you updated on the progress of your complaint.

Step 3

We will close your complaint once we have resolved all issues. If you would like to discuss your closed complaint with us, please contact us within 28 days and we will continue to work with you.

Step 4

If you remain unsatisfied with our resolution and we have issued a Deadlock letter, or if your complaint has not been resolved within 8 weeks, we will send you a reminder of your rights to take your complaint to the Communication Ombudsman for independent adjudication using the Alternative Dispute Resolution scheme.

The Communication Ombudsman will review your case and we will act on their decision to make things right for you. This service is free of charge to customers.

The Communication Ombudsman can be contacted by:

This document was updated in September 2023 and was correct at the time of publication.