Complaints Procedure
We aim to resolve issues quickly and fairly. This page explains how to raise a complaint, what information we need, how long we aim to take, and what happens if you’re not satisfied with the outcome.
Quick summary
- Phone: 01702 668836 (Mon–Fri, 9:00–17:00, excl. bank holidays)
- In writing: raise to the person who handled your query first
- Response target: within 5 working days
- If unresolved: CISAS may be available after 8 weeks (or earlier if agreed)
Tip: include examples, dates, and any case reference number to speed up resolution.
How to raise a complaint
If you want to speak to someone about a complaint, call us on 01702 668836
(lines open 9:00am–5:00pm Monday to Friday, excluding bank holidays).
We’ll try to resolve the issue during the call where possible.
If you prefer to put your complaint in writing, contact the person who handled your query first.
If you’re still not satisfied, ask for your complaint to be escalated.
Try first-time resolution
Call us and we’ll attempt to resolve immediately where possible.
Raise in writing
Email or write to the person who handled your query first.
Escalate if needed
If you remain dissatisfied, request escalation of your complaint.
Independent review (CISAS)
If unresolved, CISAS may be available after 8 weeks (see below).
What information we need from you
To investigate quickly, please include the following:
Required
- A clear, detailed description of the complaint
- Copies of any relevant letters or emails
- A correspondence case reference number (if you have one)
- Your email address or postal address (so we can reply)
Helpful extras (speeds resolution)
- Dates/times and impacted services (e.g., VoIP, SIP, numbers, hosting)
- Examples (numbers, extensions, ticket references, screenshots)
- What outcome you’d like (e.g., explanation, correction, credit)
If you already have a support ticket, include the ticket number in the subject.
Response target
We aim to respond to complaints within 5 working days. If we can’t reply within this time, we will let you know and confirm when you can expect a response.
5 working days
Our target to acknowledge/respond with progress or resolution.
We’ll update you
If more time is required, we’ll tell you why and what happens next.
Independent option
After the required timeframe, CISAS may be available (see below).
External Dispute Resolution (CISAS)
I.T Communications is a member of the Communication and Internet Services Adjudication Scheme (CISAS), which provides an informal, independent way to settle disputes between companies and customers.
When CISAS can be used
- You must have started a formal complaint with us first
- At least 8 weeks must have passed since you raised the formal complaint, or we agree in writing to go to CISAS earlier
- You must apply within 9 months of first making the formal complaint
How to apply
CISAS requires an application form. Forms and guidance are available via the CISAS website. CISAS can also help customers complete the form.
We can’t submit to CISAS on your behalf, but we will cooperate fully with any independent review.
Raise a complaint
If you’d like to raise a complaint, call during business hours or email us with the details above. We will work to resolve the issue fairly and keep you updated.
For technical faults, use the Support Procedure page to log a ticket first.
FAQs
Should I raise a support ticket instead of a complaint?
If it’s a technical fault or change request, the fastest path is the Support Procedure. Use this complaints process if you’re unhappy with an outcome, handling, billing dispute, or unresolved service concern.
How long do you take to respond?
We aim to respond within 5 working days. If we cannot meet that target, we’ll tell you when you can expect a reply.
When can I go to CISAS?
After you start a formal complaint with us, CISAS may be available after 8 weeks (or earlier if we agree in writing), and you must apply within 9 months of the first formal complaint.