Complaints Policy.

1. OUR COMMITMENT

We aim to resolve every complaint fairly, promptly and transparently. When you raise an issue with us we will:

• (a) Listen and acknowledge the issue without making you repeat yourself.
• (b) Tell you who is handling your complaint and how to reach them.
• (c) Investigate thoroughly and explain our findings in plain English.
• (d) Put things right where we’ve got them wrong, including offering remedies such as a goodwill credit, refund or service credit where appropriate.
• (e) Tell you about your right to escalate to an independent Alternative Dispute Resolution (ADR) scheme if we cannot resolve matters between us.

Raising a complaint will never affect the level of service you receive from us.

2. HOW TO RAISE A COMPLAINT

You can raise a complaint with us through any of the following channels. You can also ask a friend, family member or other nominated representative to raise a complaint on your behalf — we will need your authority before discussing the account with them.

By phone

Calling us is usually the quickest way to a resolution. Phone us on 0330 822 42 64. Our standard opening hours are Monday to Friday, 9am to 6pm (excluding bank holidays). Calls are charged at your provider’s standard rate.

By email

Email hello@fibrely.co.uk with “Complaint” in the subject line so it’s routed to the right team.

By post

Write to: Complaints Department, Fibrely Limited, 3 Railway Court, Doncaster, South Yorkshire, England, DN4 5FB.

Letters are answered within 10 working days of receipt. If you need a quicker response, please use phone or email.

3. WHAT TO INCLUDE

To help us deal with your complaint as quickly as possible, please include:

• (a) Your account number, full name and the postcode on your account.
• (b) A contact phone number or email address we can reach you on.
• (c) A clear description of what’s gone wrong, including dates and the names of anyone you’ve already spoken to.
• (d) The outcome you’re looking for — for example a refund, a credit, an apology, or a specific fix to your service.
• (e) Any supporting evidence you think is relevant (screenshots, bills, speed test results, photographs of damage, and so on).

4. ACKNOWLEDGEMENT AND RESPONSE TIMES

4.1 We will acknowledge phone and email complaints by the end of the next working day, and postal complaints within 10 working days of receipt. Where the issue can be resolved on first contact we will do so.

4.2 We aim to resolve straightforward complaints within 5 working days. More complex complaints — for example those involving a network fault, an Openreach engineer visit, a billing dispute or a request for a refund — will be resolved within 30 calendar days of receipt.

4.3 If we are not able to resolve your complaint within 30 calendar days, we will write to you to explain why, what we’re doing next, and when you can expect a further update.

4.4 We will keep you updated throughout the process and will not close your complaint without your agreement that the issue has been resolved, or after providing a final response (see section 6).

5. HOW WE’LL HANDLE YOUR COMPLAINT

5.1 Most complaints are resolved at first contact by the agent who takes your call or reads your email.

5.2 If the issue can’t be resolved straight away, it will be passed to a Complaints Handler in our Customer Resolution team. They will:

• (a) Review your account, any prior contacts, network records and (where relevant) information from our wholesale partners, including Openreach, CityFibre and other infrastructure providers.
• (b) Speak with you to confirm the facts, the impact on you, and the outcome you’re looking for.
• (c) Put a plan in place to resolve the matter, agree it with you where possible, and keep you updated until it’s done.
• (d) Offer a fair remedy where we’ve fallen short. This may include a service credit, refund, goodwill payment, apology or correction of an error on your account.

5.3 If your service is affected by a fault, you may also be entitled to compensation under Ofcom’s Automatic Compensation Scheme. We’ll calculate and apply any automatic compensation due, and explain how it appears on your bill, without you needing to ask.

6. IF YOU’RE STILL NOT SATISFIED

6.1 If you don’t agree with the way your complaint is being handled, please ask for it to be escalated to a Senior Complaints Handler. They will review the case again with fresh eyes, including any information you feel was missed, and provide a further response within 10 working days.

6.2 If you remain dissatisfied after that review, we will issue a written final response — sometimes called a “deadlock letter”. The deadlock letter sets out:

• (a) The complaint as we’ve understood it.
• (b) What we’ve done to investigate it.
• (c) Our final position, including any remedy we’ve offered.
• (d) Your right to refer the complaint to the Communications Ombudsman, free of charge, for an independent review.

6.3 You can ask for a deadlock letter at any time if you believe we’ve reached the end of the road internally. We will not unreasonably refuse.

7. COMMUNICATIONS OMBUDSMAN (OUR ADR SCHEME)

7.1 Fibrely is a member of the Communications Ombudsman, an independent Alternative Dispute Resolution (ADR) scheme approved by Ofcom. Their service is free for residential customers and small businesses.

7.2 You can refer your complaint to the Communications Ombudsman if either of the following applies:

• (a) We have issued a deadlock letter; or
• (b) Eight (8) weeks have passed since you first raised your complaint with us and it remains unresolved.

7.3 You can contact the Communications Ombudsman, view their complaint handling process and submit a complaint online at www.commsombudsman.org. Their current postal and telephone details are listed on the same site.

7.4 The Communications Ombudsman is independent of Fibrely. Their decisions are binding on us if you accept them. You do not have to accept their decision — doing so does not affect any other legal rights you may have.

8. OFCOM AND WIDER REGULATION

8.1 Ofcom is the UK regulator for communications services. Ofcom does not investigate individual complaints, but it sets the rules we have to follow and monitors how the industry handles customer complaints. You can find Ofcom’s consumer advice and report wider concerns at www.ofcom.org.uk.

8.2 Nothing in this policy affects your rights under the Consumer Rights Act 2015 or other applicable law. If your complaint concerns the handling of your personal data, you may also refer it to the Information Commissioner’s Office (ICO) at ico.org.uk.

9. ACCESSIBILITY AND SUPPORT FOR VULNERABLE CUSTOMERS

9.1 We are committed to making this process accessible to everyone. If you need any reasonable adjustment to raise or follow a complaint — for example because of a disability, a long-term illness, bereavement, mental health, financial hardship or any other circumstance that makes it harder to deal with us — please let us know. We will agree a way of working with you that meets your needs.

9.2 You can nominate a friend, family member, carer or other representative to raise and manage a complaint on your behalf. We will need your authority to do this, which we can take over the phone or in writing.

9.3 If you have registered with us as a customer of additional support needs, we will record this against your account and handle your complaint accordingly, including by extending timescales where you need more time to respond.

10. RECORDS AND CONTINUOUS IMPROVEMENT

10.1 We log every complaint, the steps we took, the outcome and any remedy provided. Calls may be recorded for quality and training purposes.

10.2 Complaint data is reviewed by our leadership team monthly to identify root causes and make sure we’re fixing the underlying issues, not just the individual cases. Anonymised complaints metrics are also reported to Ofcom in line with our regulatory obligations.

10.3 We will retain a record of your complaint for a minimum of 12 months from the date it is closed, in line with our Privacy Policy and applicable data protection law.