Complaints

Second Ring – Complaints Code (Consumers & Small Business)

1. Our commitment

We aim to give every customer excellent service. If something goes wrong, please tell us so we can put it right and improve for the future.

This Code explains how to complain about any part of our communications services (including our general customer service), how to contact us, what we will do, and—if we cannot resolve things to your satisfaction—how you can take it further.

You can request a free paper copy of this Code using the contact details below. We can also provide it in alternative formats such as Braille, large print, audio, or an accessible electronic format. If a specific format is not immediately available, we will let you know about any delay.

2. How to make a complaint

The quickest way to contact us is by phone. If you prefer to write, you can email or post your complaint. Written complaints may take a little longer to process.

When you contact us, please include:

Full name
Account number (if you have one)
Telephone number(s) (landline and/or mobile)
Postal address
Email address
A clear description of the issue and what you would like us to do
Any steps already taken to resolve the problem

We will aim to acknowledge written complaints within 7 working days. If we can’t reach you by phone, we’ll contact you by email or post.

3. How to contact us

By phone: 0330 0273 353

By email: [email protected]

4. Investigating and resolving your complaint

We’ll always try to resolve your complaint straight away. If that’s not possible, we’ll:

Investigate based on the specific circumstances
Keep you updated on progress and next steps
Tell you when we expect to resolve the complaint

Once our investigation is complete, we’ll explain the outcome and what we’ve done to resolve things. If we don’t hear from you within 28 days of our outcome, we’ll consider the complaint resolved.

5. Escalating your complaint within Second Ring

If you’re not satisfied with our response, you can ask us to escalate your case to a Customer Services Manager for review.

6. If you’re still not happy: Alternative Dispute Resolution (ADR)

If we haven’t been able to resolve your complaint to your satisfaction, you can refer your case to an independent ADR scheme free of charge when either:

Your complaint remains unresolved eight weeks after you first complained to us; or
We issue a deadlock letter (our final position) before that point.

Note: For complaints raised on or after 8 April 2026, the waiting period to access ADR reduces from eight weeks to six weeks.

Our ADR provider:

CISAS (Communications & Internet Services Adjudication Scheme)
Administered by the Centre for Effective Dispute Resolution (CEDR)

Phone: +44 (0)20 7520 3814
Email: [email protected]
Website: CISAS via CEDR
Post: CISAS, CEDR Services Ltd., 100 St Paul’s Churchyard, London EC4M 8BU

ADR is independent. An adjudicator will consider evidence from both sides and issue a decision. If you accept the decision, it becomes binding on us.

7. Ofcom

Ofcom regulates the UK communications industry. Ofcom does not adjudicate on individual complaints but provides guidance about making complaints and the ADR process. You can find more information on Ofcom’s website.

8. Getting this Code

You can request this Code free of charge in paper or alternative formats using the contact details in Section 3.

Version: November 2025