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How to make a complaint

Getting help or making a complaint?

When something goes wrong, there’s a process we need to follow:

  1. You ask us for help.

  2. We work with you to resolve the problem.

  3. If you’re not happy with how we resolved things, you can make a formal complaint.

If you’re still at the ‘help me fix something!’ stage, let us know.

Get support

Making a complaint

If you’ve let us know about a problem and you’re not happy with how we’ve resolved it, it’s time to take things to the next level.

Once we hear from you we’ll be in touch within two business days. After that we’ll investigate and propose a resolution within 15 business days.

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What to include

Be sure to include these details when you make your complaint:

  • Your email address

  • Your contact number

  • Whether the complaint is about mobile or internet

  • A detailed description of what happened

  • Reference numbers of any related support requests you made

Frequently asked questions

More on the process

For more info on how we tackle complaints, check out our comprehensive guide.