At Netix Digital, we value our customers and are committed to delivering a high level of service. However, we recognise that occasionally things may go wrong despite our best efforts. This Complaints Code of Practice outlines how you can make a complaint, how we will handle it, and what steps are available if you are not satisfied with our response.
This Code has been designed to meet the requirements set by Ofcom, the UK communications regulator, for transparent, accessible, and effective complaints handling national-broadband.co.uk. Netix Digital is required to maintain and comply with this code under Ofcom’s rules, and we are a member of an approved Alternative Dispute Resolution (ADR) scheme for communications providers ofcom.org.uk. Our chosen ADR scheme is Ombudsman Services: Communications (also known as the Communications Ombudsman), which is an independent body that can resolve disputes between us and our customers if we cannot reach an agreement.
This document is intended for our business customers (including small businesses). We aim to resolve all complaints internally, but if you are a consumer or qualifying small business customer, you have the right to refer your complaint to the Ombudsman after following our process, as described below.
If you would like a copy of this Complaints Code in an alternative format (large print, etc.), please let us know. We can provide additional copies free of charge upon request.
If you have a complaint about any part of our service, please contact our Customer Service Team through one of the following methods:
By Phone: Call us on 01788 494015. Explain to the advisor that you wish to make a complaint. Our team is available 9:00am–5:00pm, Monday to Friday (excluding bank holidays). We will do our best to address your issue on the spot.
By Email: Send an email to compliance@netix.digital with details of your complaint. Please include your account name/number, contact information, and as much detail as possible about the issue.
By Letter: You can write to us at: Compliance Manager, Netix Digital, The Hall, Rugby Road, Wolston, CV8 3FZ. Please outline the nature of your complaint and include your contact details. (Sending complaints by post may take longer for us to respond, but we will acknowledge letters promptly once received.)
What to Include: To help us investigate quickly, please provide: your name and company, any relevant account or service numbers, a description of the problem, key dates and times (if applicable), and what you would like us to do to resolve the issue. The more information you can give, the better we can assist you.
We strive to make the complaint process straightforward and to resolve problems as fast as we can. Here’s what you can expect when you raise a complaint:
Immediate Acknowledgement: If you complain by phone, our advisor will listen and acknowledge your complaint right away, and will attempt to resolve the issue during that call if possiblefile-tewjasuzs2avhlhtwtks4k. They may ask you some questions to make sure we fully understand the problem and to verify your identity (to protect your account privacy)file-tewjasuzs2avhlhtwtks4k. If you complain by email or letter, we will send you an acknowledgment within two working days of receiving itfile-tewjasuzs2avhlhtwtks4k. This acknowledgment will confirm that we have your complaint on record, provide a reference number (if applicable), and may include an initial response or request for additional information. We will also give you a point of contact for updates on your complaintfile-tewjasuzs2avhlhtwtks4k.
Investigation and Resolution: A member of our team (or in some cases, a dedicated complaints handler) will investigate your complaint. We will aim to resolve your complaint quickly and efficiently, keeping you informed at all times of our progressfile-tewjasuzs2avhlhtwtks4k. In many cases, especially for straightforward issues, we can resolve the matter within a few days. We normally aim to send a substantive response or resolution within 10 working daysfile-tewjasuzs2avhlhtwtks4k. If the issue is complex or requires more time to investigate (for example, if we need to liaise with a supplier or gather more information), we will let you know and provide an estimated timeframe for resolution. We will update you regularly, at least every five working days, so you know the status of your complaint.
Escalation if Not Resolved: If you are not satisfied with the initial response or the way your complaint is being handled, please inform the person handling your case that you would like it escalated. Our process allows you to escalate the issue to a Team Manager or supervisor for further reviewfile-tewjasuzs2avhlhtwtks4k. The manager will review your complaint, what has been done so far, and seek to resolve the matter, possibly by offering an alternative solution or re-investigating the issue. If you are still unhappy after speaking with a manager, you can request that the complaint be escalated to our Senior Management Team, which includes the department head or even the Managing Director if necessary. We take escalated complaints very seriously, and senior management will aim to provide a response or decision within 10 working days of your escalation request (if it had not already been 10 days since initial complaint, it could be sooner). Throughout this process, we will continue working towards a resolution that you are satisfied with.
Final Position (Deadlock): In the unlikely event that we cannot resolve your complaint to your satisfaction, or if eight weeks have passed since you first raised the complaint with us (whichever comes first), we will inform you that you have the option to pursue independent dispute resolution. If we reach a point of deadlock before eight weeks – meaning we believe we've done all we can and have issued our final response, but you are still unhappy – we will issue a "Deadlock Letter" at your request. A Deadlock Letter is a written confirmation that we have not been able to resolve the complaint and that you can escalate it outside the company. This letter will be sent to you promptly and will contain a reference number and contact details for the ADR scheme.
Throughout the complaint process, our aim is to be courteous, professional, and fair. Your complaint will be kept confidential and will not affect your service (we will not disconnect or penalize you for complaining, as long as any outstanding bills are being addressed—if billing is part of the complaint, that will be taken into account). All our staff are trained to handle complaints empathetically and efficiently.
We hope to resolve all complaints internally. However, if you remain dissatisfied after receiving our final response or if 8 weeks have elapsed since you made your initial complaint to us, you have the right to take your complaint to our designated Alternative Dispute Resolution (ADR) schemefile-tewjasuzs2avhlhtwtks4kofcom.org.uk. ADR is a free and impartial service that considers disputes and makes a binding decision to settle the matter.
Netix Digital’s ADR Provider: We are a member of Ombudsman Services: Communications, which is commonly referred to as the Communications Ombudsmanofcom.org.uk. This is an Ofcom-approved dispute resolution scheme. The Ombudsman is independent of Netix Digital and will review your complaint fairly based on the information provided by both you and us. The service is free of charge for you as a customer, and the Ombudsman’s decision is binding on us (though you are not obliged to accept it if you prefer to seek other recourse).
You can approach the Ombudsman if: (a) We have sent you a Deadlock Letter (meaning we've reached the end of our internal process without a resolution you find acceptable), or (b) At least 8 weeks have passed since you first complained and the issue remains unresolvedofcom.org.uk.
To contact the Communications Ombudsman, use the details below:
Communications Ombudsman (Ombudsman Services: Communications)
Website: www.commsombudsman.org – You can find information about the service and even submit a complaint online.
Phone: 0330 440 1614 (Monday to Friday, 8am–8pm; Saturday, 9am–1pm) – An advisor can guide you through the process.
Email: enquiry@commsombudsman.org – You can email to request an application form or ask questions.
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU – You can request a paper application form and send your complaint details by post if you prefer.
When contacting the Ombudsman, you should include your Deadlock Letter (if you have one) or note that more than 8 weeks have passed since you complained to us. Also provide your account details and any correspondence or evidence related to your complaint. The Ombudsman will review the case and make a decision. If the Ombudsman finds in your favor, they might tell us to take certain actions (such as provide a service, issue an apology, or pay a compensation amount if appropriate). Again, this service is impartial – the Ombudsman does not take sides and will base their decision on the facts of the casecommsombudsman.org.
Please note: You must contact the ADR scheme within 12 months of our Deadlock Letter or our last substantive response to your complaint. After that time, the Ombudsman might not be able to consider the case. It’s best to pursue ADR promptly if you wish to do so.
Ofcom Consumer Contact: Ofcom, the telecoms regulator, does not resolve individual complaints but can offer advice. You can call Ofcom’s Consumer Contact Team at 0300 123 3333 or 020 7981 3040, or visit their website for information about your rightsfile-tewjasuzs2avhlhtwtks4kfile-tewjasuzs2avhlhtwtks4k. Ofcom also keeps records of complaints about providers which can lead to investigations if systemic issues are identified.
Citizens Advice: For independent advice about telecoms services and issues, you may contact the Citizens Advice consumer helpline (telephone: 0808 223 1133) or visit the Citizens Advice website. They can advise you on your rights and possibly assist with complaint processes.
Phone-paid Services Authority (PSA): If your complaint relates specifically to a premium rate service (such as an 09 or 118 number, or a premium text/SMS service) and you feel it has not been resolved, you can also contact the PSA (the regulator for premium rate services) for further guidance or to report the issuefile-lqqakrxgg7f2x1b3gtnulh. The PSA’s website has a number checker and complaint form (website: psauthority.org.uk, see Useful Addresses in the General Code). Note that for billing disputes involving premium rate charges, the Communications Ombudsman can also handle those as part of your complaint against us, but the PSA handles misconduct by the service providers offering those premium services.
We will keep you informed throughout the complaint process. You are welcome to request an update at any time by contacting the representative or team handling your case (you will be given a contact point in your acknowledgement or by the advisor). We log all complaints in our system with notes so any of our agents can see the status if you inquire.
Once a complaint is resolved to your satisfaction, or if we have implemented a resolution and not heard further from you within a reasonable time, we will consider the complaint closed. We may follow up with you with a short survey or feedback request to understand how we did and how we can improve.
If at any point you believe your complaint has not been handled properly according to this Code of Practice, please let us know. We continually review our complaints procedures to better serve our customers and remain compliant with Ofcom regulations.
Thank you for reading our Complaints Code of Practice. We hope that you never have cause to complain, but if you do, we want to make the process as straightforward and fair as possible. This Code is published on our website for transparency, and we update it as needed. If you have any questions about this Code or our complaints handling process, please contact us at compliance@netix.digital.
