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Want to make a complaint?

We’re passionate about providing you the best service possible. We don’t expect or plan for things to go wrong, but if they do, we’re there to make sure we put them right, and quickly.

The first port of call, should always be our Customer Service team. Call us on 01225 300 370, email ultrafast@truespeed.com, or message us via our Facebook page. We’ll do everything we can to support you and get any issues resolved.

If we can’t resolve an issue or concern and you want to raise a complaint, you find details on how to do this here:

There’s three ways to log a complaint:

Speak to us - Call our Customer Service team on 01225 300 370. We’ll aim to resolve any complaints during the initial call, but if we need to look into something further, we’ll do this as quickly as we can, and keep you informed at every step until it’s resolved.

Email us – Send an email to ultrafast@truespeed.com. Make sure you include the best contact number and the best time of day (during our business hours 9am - 6.45pm) to speak to you. We’ll call you within 5 working days to let you know we’ve got your complaint and to talk to you about how we can resolve this. If we need to, we’ll use this call to get any other information we need to be able to fully investigate your concerns. We aim to get your complaint resolved on the call, but may need to investigate further.

Write to us – Send a letter with full details of your complaint and the best contact details so we can get in touch to resolve.

Customer Service Team - Complaints

Pinesgate West,

Lower Bristol Road,

Bath

BA2 3DP

We’ll call you back within 5 working days from receipt of your letter, to let you know we’ve received it and to aim to resolve the complaint. If we need to investigate further, it might take a little longer.

Regardless of how you contact us, if we can’t resolve the complaint on the first call, we aim to have everything sorted within 28 working days from the date you raised the complaint.

If you don’t feel your complaint has been resolved

We want to make sure you’re happy with the resolution to your complaint. We’ll provide you with an explanation of what went wrong, fix the problem (if there was one) and apologise. If it’s the right thing to do, we may offer compensation. If you’re not happy with the resolution, you can escalate your complaint to our Customer Service Manager. Email ultrafast@truespeed.com or send a letter addressed to our head office:

Customer Service Manager,

Truespeed Communications Ltd

Pinesgate West,

Lower Bristol Road,

Bath

BA2 3DP

Your complaint will be acknowledged within 5 working days. If we can’t resolve this immediately, we’ll discuss the follow up actions and timescales with you.

Independent dispute resolution

If we haven’t managed to resolve your complaint within 8 weeks from the date you made the complaint, or we agree that the dispute should be settled by independent adjudication we’ll send you a letter confirming that you have the right to refer your complaint to the CEDR (Centre for Effective Dispute Resolution). There's no charge for using this service. The CEDR offers an independent dispute resolution scheme which is approved by Ofcom for the handling of customer disputes.

You can contact the CEDR via its website https://www.cedr.com/consumer/cisas/.

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