Complaints code of practice

Complaints code of practice

Infinitel Communications Limited · Version 1.0 · Effective 10 September 2026

We want to put things right when they go wrong. This code explains how to complain, what we will do, how long it will take, and what you can do if you are still unhappy. It is written to meet Ofcom's General Condition C4 on complaints handling. It is free, and you can ask for a copy by post, in large print or by email at any time.

Who this code covers

This code applies to every Infinitel customer. The independent review by the Communications Ombudsman described in section 5 is available to consumers and to small business customers, meaning organisations with ten or fewer people working for them, as Ofcom defines them. Larger business customers and partners can use every other part of this code, and the dispute provisions of their Service Terms.

1. How to complain

You can complain in whichever way suits you. There is no charge.

• Phone: 0333 048 0000, Monday to Friday, 08:00 to 20:00, excluding bank holidays.
• Email: support@infinitelcomms.co.uk for a service or fault complaint; hello@infinitel.co for anything else, including billing.
• Support portal: raise a ticket at support.infinitelcomms.co.uk and mark it as a complaint.
• Post: Complaints, Infinitel Communications Limited, 2 Beecham Court, Wigan, WN3 6PR.
• Your account manager, if you have one.

If you need help making a complaint, or need us to communicate with you in a particular way because of a disability or other need, tell us and we will make the arrangements. Someone else may complain on your behalf with your permission.

2. What to tell us

Give us your name, your company name if you are a business, the service or account the complaint concerns, and what has happened. Tell us what you would like us to do to put it right. If you have a ticket or case reference, or previous correspondence, include it. The more we have, the faster we can resolve it.

3. What we will do

We will acknowledge your complaint within two working days and give you a reference number and the name of the person handling it.

We will investigate and aim to resolve your complaint within ten working days. Many complaints are resolved on the first call. Where the complaint involves a fault, a carrier or a supplier, it may take longer; if it does, we will tell you why and keep you updated at least every five working days until it is resolved.

We will treat you fairly and courteously, look at the facts, and tell you clearly what we found and what we will do, including any credit, refund or other remedy where one is due. We will confirm the outcome in writing if you ask, and always where the complaint concerned billing.

4. If you are not satisfied with our response

Tell the person handling your complaint that you want it escalated, or write to us at the addresses above marking your message "Escalation". A senior manager who has not been involved will review the complaint and respond within ten working days.

5. Independent review: the Communications Ombudsman

If you are a consumer or a small business customer and we have not resolved your complaint to your satisfaction, you can take it to the Communications Ombudsman, the independent alternative dispute resolution scheme we belong to. The service is free, and its decisions are binding on us but not on you.

You can go to the Ombudsman if:

• eight weeks have passed since you first complained to us and the complaint is still not resolved; or
• we write to you to say that we have done all we can and cannot resolve the complaint (a "deadlock letter"). You can ask us for a deadlock letter at any time; we will issue one unless we believe the complaint can still be resolved and are actively working on it, in which case we will tell you why.

If your complaint remains unresolved after eight weeks we will write to you to remind you of your right to use the Ombudsman.

You must contact the Ombudsman within twelve months of our deadlock letter, or of the eight-week point.

Communications Ombudsman Website: www.commsombudsman.org Phone: 0330 440 1614 Post: Communications Ombudsman, PO Box 730, Warrington, WA4 6WU

Business customers who are not eligible for the Ombudsman scheme keep their rights under the Service Terms, including the option of mediation and the courts of England and Wales.

6. How we learn from complaints

We record every complaint, what caused it and how it was resolved, and keep those records for at least twelve months. We review them regularly to find and fix the causes, and our senior management sees a summary of complaints and outcomes.

7. Where to find this code

This code is published on our website, is referred to on our invoices, and is available free of charge in writing, in large print or by email on request. We review it at least once a year and whenever our processes or Ofcom's requirements change.

Your other rights

Nothing in this code affects your legal rights, or your right to raise a data-protection concern with the Information Commissioner's Office, which is explained in our privacy policy.