Regulatory

Complaints Policy

Last Updated: June 2025

At Netix Digital Ltd, we are committed to providing excellent service. When things go wrong, we want to hear about it so we can put it right. This policy meets Ofcom requirements and sets out a clear, fair process for resolving your complaint.

Table of Contents

  1. How to Make a Complaint
  2. Complaint Handling Timeline
  3. Escalation Process
  4. Independent Dispute Resolution
  5. Additional Help & Resources

1. How to Make a Complaint

You can contact us through any of the following channels:

Phone: 📞 01788 494015 (Monday–Friday, 08:30–18:00, excluding bank holidays)
Email: compliance@netix.digital
Post: Compliance Manager, Netix Digital, The Hall, Rugby Road, Wolston, CV8 3FZ

When making a complaint, please include your account number, contact details, a description of the issue, and any relevant dates.

2. Complaint Handling Timeline

3. Escalation Process

If you are not satisfied with the initial response, you may request escalation:

  1. Step 1: Initial response from your complaint handler.
  2. Step 2: Team Manager / Supervisor review upon request. Response within 10 working days.
  3. Step 3: Senior Management / Managing Director review if still unresolved.
  4. Step 4: If unresolved after 8 weeks, or upon receipt of a Deadlock Letter, you may escalate to our independent ADR scheme.

4. Independent Dispute Resolution (ADR)

If your complaint remains unresolved after 8 weeks, or following a Deadlock Letter, you may escalate to our Ofcom-approved ADR scheme at no cost to you:

Ombudsman Services: Communications
P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614 (Mon–Fri 8am–8pm; Sat 9am–1pm)
Email: enquiry@commsombudsman.org
Web: www.commsombudsman.org

Important: You must contact the Ombudsman within 12 months of receiving our Deadlock Letter or final response.

5. Additional Help & Resources