Customer Complaints Code
At Broadway Broadband, we aim to provide you with a great service at all times. However we accept that at times, things can go wrong. We will do all we can to provide you with the most suitable response to your situation and ensure wherever possible that we resolve your complaint to your satisfaction, as quickly as possible.
How you can make a complaint
Please note postal submissions will take longer to reach us, there are faster contact options available.
How we will handle your complaint
When you contact us, our team will ask you about the nature of your complaint. We’ll consider any points you raise and check these with information we hold in our records. We’ll try to resolve the complaint whilst you’re with us (when contacting us by phone), but we may need to ask other teams with the right expertise to investigate or add further information (such as technical support). If we need to do this we’ll advise you of this and how long you should expect to hear back from us.
If your complaint is urgent, for example you have a loss of service, we’ll prioritise as appropriate.
If you are unhappy with our response and are not satisfied, please let us know and tell us where you think further attention is needed. We’ll then review and escalate your complaint within the company.
We’ll let you know if there is anything more we can do to resolve your complaint and tell you how long this is expected to take.
If your complaint is not resolved within 8 weeks of you first making the complaint, or you’ve received a notification from us that your complaint has reached a “deadlock” with nothing more we can do, you have the right to take your complaint to the “Communication & Internet Services Adjudication Scheme (CISAS)”. This service is free to use and an independent service approved by Ofcom.
They can be contacted;
Phone: Call 020 7520 3814
Textphone: 020 7520 3767
Fax: 0845 1308 117
Centre for Effective Dispute Resolution
70 Fleet Street
Or visit the website: https://www.cedr.com/consumer/cisas