How to make a complaint

We hope that you’ll never have reason to complain about any aspect of our services. However, if there is something that you’re not happy with you should contact customer services first. We’ll try and solve your issue quickly where we can, but there may be times when it may take a while to sort out.

Ways to contact customer care

If you’d like to make a complaint, you can:

  • Call us: 0345 600 3210*

  • Write to us: Post Office Telecoms Services, PO Box 14125, Selkirk, TD7 9AF

  • Email us: support@pobroadband.co.uk

For more information, read our Customer Complaints Code of Practice .

If you write to us please remember to include the following information so that we can process your complaint quicker:

  • Your full name 0345 600 3210*

  • Your full postal address 

  • Post Office Telecoms account number

  • Post Office service or product you are making the complaint about: Home Phone or Broadband

  • Description of the problem and when it started

  • Alternative daytime contact number

 

What happens once I’ve made a complaint?

Our dedicated Customer Resolution team will investigate your complaint and contact you within 5 days. We aim to resolve all our complaints within 10 working days. If this is not possible we will let you know.

Alternative dispute resolution

If after contacting us we have not resolved your complaint you may refer your complaint to Ombudsman Services, free of charge. You have the right to take your complaint to the Ombudsman if:

  • We don’t resolve your complaint to your satisfaction within 8 weeks of you first making your complaint.

  • You’ve received a notification from us saying that your complaint has reached deadlock.

Please note the Ombudsman will not accept a case if one of the conditions above is not met.

The Ombudsman can be contacted at:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WUTelephone: 0330 440 1614
Textphone: 0330 440 1600
www.ombudsman-services.org

Existing customers

Broadband and HomePhone Support

8am to 8pm, Monday to Saturday

9am to 6pm, Sunday

0345 600 3210

0345 600 3210

Help

Free UK support team

8am to 8pm, Monday to Saturday

9am to 6pm, Sunday

0800 092 0514

0800 092 0514