Use the Support Procedure
For service faults and technical requests, logging a support ticket is the fastest route.
View support procedureIT Communications
Complaints Procedure
How to raise a concern, what happens next and the independent escalation options available to you.
Resolving concerns fairly
Start with the right route.
We will try to resolve your concern at the earliest opportunity and keep you informed throughout the process.
Raise a formal complaint
Use this process for handling concerns, billing disputes or an unresolved service issue.
Email a complaintHow the process works
Four clear stages to resolution.
- 01
First-time resolution
Call us during business hours. We will try to understand and resolve the concern during the conversation where possible.
- 02
Put it in writing
Email or write to the person who handled your query, including the information needed to investigate.
- 03
Request escalation
If you remain dissatisfied, ask for the complaint to be escalated for further internal review.
- 04
Independent review
If the matter remains unresolved, CISAS may become available after the required timeframe.
What to send us
Give us the detail needed to investigate.
A complete description and clear evidence help us review the matter accurately and respond sooner.
Already have a support case?Include the ticket number in your email subject.
Complaint and correspondence
A clear description of the complaint, plus copies of relevant letters or emails.
Contact and reference details
Your email or postal address and any correspondence or case reference number.
Examples and service impact
Dates, times, affected services, telephone numbers, extensions, screenshots or ticket references.
Your preferred outcome
Tell us whether you are seeking an explanation, correction, account credit or another resolution.
What happens next
A defined response path.
If we cannot provide a full response within the target period, we will explain the delay and tell you when to expect the next update.
Working days
Our aim to acknowledge the complaint and provide progress or a resolution.
We will keep you informed
We will explain why more time is needed and confirm the next step.
Independent option
An independent dispute-resolution route may be available after the required period.
Independent dispute resolution
Communication and Internet Services Adjudication Scheme.
I.T Communications is a member of CISAS, which provides an informal and independent way to settle eligible disputes between communications companies and their customers.
When CISAS may be used
- 01
You must first have raised a formal complaint with us.
- 02
At least eight weeks must have passed, unless we agree in writing to refer the matter earlier.
- 03
You must apply within nine months of first making the formal complaint.
We cannot submit an application on your behalf, but we will cooperate fully with an independent review.
Raise a complaint
We are ready to listen.
Call Monday to Friday, 9:00am–5:00pm excluding bank holidays, or send the full details by email.