Our aim is always to provide a great service experience to our customers and stand out as a leading ISP in the UK. However, if you feel that our service has fallen short of the high standards we set, we want to hear from you so that we can look to improve.

We will always look to resolve your complaint within the department in which the issue is being handled, however, where this is not possible or you do not feel it has been resolved to your satisfaction, you are able to escalate to the next level. You can raise a complaint by phone, e-mail or letter.

Step 1

In the first instance, we ask that you contact a member of staff in the department most relevant to your complaint:

If your complaint is related to billing, you should contact our Accounts team
T: 029 2002 2345, press 1 and ask to speak to Accounts
E: accounts@spectruminternet.com
Post: Accounts Department Manager, Spectrum Internet, Riverside Court, Chepstow NP16 5UH

If your complaint is related to technical support, you should contact the Technical Support team
T: 029 2002 2345, press 2
E: support@spectruminternet.com
Post: Helpdesk Manager, Spectrum Internet, Riverside Court, Chepstow, NP16 5UH

If your complaint is more general, you should contact our Customer Services team
T:029 2002 2345, press 1
E: customer.services@spectruminternet.com
Post:Customer Services Manager, Spectrum Internet, Riverside Court, Chepstow, NP16 5UH

An adviser will take all relevant information regarding your complaint, investigate thoroughly and, where possible, resolve the issue directly. If your complaint can’t be dealt with by the team you initially contact, they will pass your complaint to the appropriate team.

Step 2

In most cases, no further action will be necessary. However, if we are unable to resolve your issue to your satisfaction, you can escalate your complaint to the department’s team leader. If your complaint is made by phone, you will receive a call back within one working day. They will investigate further and report back to you within a further working day.

Step 3

If you are not satisfied with the resolution or explanation provided you can escalate your complaint to the relevant department’s manager who will respond within 8 working days.

Step 4

If you are not satisfied with the department manager’s response you are able to escalate your complaint to the corresponding Technical Manager or Financial Controller who will respond within 10 working days of receipt.

Step 5

If your complaint remains unresolved, we will give you details to enable a complaint to be made to our Managing Director who will respond within 20 working days.

What you can do if you’re still not happy

If you’re still not satisfied having followed the above process, and we’ve sent you a ‘deadlock’ letter or eight weeks have passed since you complained, you can refer your complaint to CISAS (Communications and Internet Services Adjudication Scheme).

Alternative Dispute Resolution (ADR) process

The ADR provided by CISAS is an independent arbitrator who will assess cases for consumers and small businesses and make a judgement so that the issue can be resolved.

If your complaint is not settled within 8 weeks, you can take your complaint to CISAS without the need for a deadlock letter.

You will need to contact CISAS directly as we are unable to start this process for you:

CISAS
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

Telephone: 020 7520 3814
Fax: 020 7520 3829
Email: info@cisas.org.uk

If you have any queries about our complaints process, please contact our Customer Services Team on 029 2002 2345, or by e-mail atcustomer.services@spectruminternet.com

Alternatively you can write to:
Customer Services Department, Spectrum Internet, Riverside Court, Chepstow, NP16 5UH