Internet Central Complaints Procedure
We aim to be the major provider of Internet Services across
Staffordshire and Cheshire and to be the preferred provider in the
rest of the UK. We take pride in the reliability of our service
provision and the maintenance of high quality customer support in
each of our departments.
Please follow the process below which is designed to help to
resolve any issues you may have with the minimum effort and stress
and bring a satisfactory resolution as soon as possible.
Please refer to our Contact us page to find the applicable email
addresses or telephone numbers.
- Firstly contact a member of our staff by phone or email. If you
know the department or person please contact them directly. Ensure
you give as much information as possible to help us speedily deal
with the issue you are having. You may be transferred to another
department depending on the nature of the issue you are having.
Most issues will be dealt with at this stage and brought to a
- If a member of our team is unable to resolve the issues you
have had to your satisfaction the matter will be escalated to the
team leader (or assistant) of the applicable department. They will
respond to you within 24 hours from their initial involvement.
- If you are not satisfied with the resolution or explanation
provided you can make a further written complaint to the relevant
department's manager. The manager will respond in writing within 8
working days of receipt.
- If you are still not satisfied with the department manager's
response you should make a further written complaint to the
corresponding Operations Director or Financial Controller who will
respond in writing within 10 working days of receipt.
- In the event that all the above procedures have been completed
without getting an acceptable response or proposed resolution, the
manager will provide the necessary instructions to enable a written
complaint to be made to the Managing Director who will respond in
writing within 20 working days of receipt.
- If after reaching this stage the Managing Director neither has
nor can resolve the issue to your satisfaction you can contact our
independent industry based arbitrator. Their details are as
The Ombudsman Service Limited