Complaints

We’re committed to continuously improving our service and getting it right first time for our customers, but sometimes things go wrong and if that happens, we want to make it as easy as possible for you to let us know so we can put it right.

If you have a Technical Support problem or Total Loss of Service and need immediate help, please call us on 0800 066 2833. Logging a complaint may delay any response you receive. Our Complaints Team will investigate and respond to a complaint about a fault, however, if your fault has not already been reported to us via Technical Support, there will be a delay in getting a resolution to you.

Raise a complaint:

What to expect when you have raised your complaint:

We’ll contact you within 2 working days of receiving your complaint to let you know we’ve received it. We aim to resolve all complaints within 14 days, depending on the nature of the complaint and will keep you updated while we investigate your complaint.

If you have a fault and have not reported it to us in any other way, please contact us urgently. We cannot accept notification of a fault via our Complaints Team, however, we will of course respond to a complaint about a fault and follow our Complaints Process in the usual way.

What to do if we have not managed to resolve the complaint to your satisfaction:

We hope to resolve all complaints first time. However, if after we have issued our formal resolution of your complaint, you remain unhappy you may escalate the complaint to the Head of Customer Services to review.

In addition, if you are a consumer or a Small Business (defined as a business containing 10 or less employees) and we have failed to deal with your complaint to your satisfaction within eight weeks, or we have reached a deadlock and there is nothing more we can do to resolve the complaint, you may refer the complaint to CISAS (Communication & Internet Services Adjudication Scheme).

The 4th Utility is a member of the Alternative Dispute Resolution scheme provided by CISAS, which is a free independent service for consumers and Small Businesses. If we have failed to resolve the dispute within eight weeks you may request a deadlock letter from T4U, you must send to CISAS within 12 months of receiving the deadlock letter in order to ask them to review your complaint.

CISAS can be found at https://www.cedr.com/consumer/cisas/complainnow/

If you are a consumer and you have purchased your service online you can pass the complaint to an alternative online dispute resolution scheme, which can be found at https://ec.europa.eu/odr