1. How To Complain?

Please note that our complaints code of practice relates to complaints regarding the way you have been treated or you wish to complain about the service you have received. In regards to live service issues you should always contact the team by calling 0345 838 5453 or by emailing support@purefibrebroadband.co.uk. There are lots of ways to get in contact with us but the easiest and quickest way to complain is to email us by contacting the team on complaints@purefibrebroadband.co.uk. In 99.9% of cases we will be able to deal with your complaint this way. If you email or write a letter to us it may take up to 10 working days for us to respond. If you ring with a complaint, we will aim to respond within 10 working days. Whichever method you choose to use you should always have your development name, plot number and new address to hand. This will speed the process up and potentially resolve your complaint in a timely manner.

If you want to send an email you can raise any issues or complaints to complaints@purefibrebroadband.co.uk, or alternatively you can send a letter to our office at the following address: Pure Fibre Broadband Complaints, Telford Lodge, Benarth Road, Conwy, LL32 8UB.                                                                      

2. How Will We Deal With Your Complaint?

We will always aim to deal with your complaint within 8 weeks of receiving the complaint. For this reason its always best to email with a complaint as we can start dealing with it straight away. Your complaint, depending on the nature of it, can be dealt with by a member of the complaints team in the first instance. If your complaint requires further members of the Pure Fibre Broadband team to become involved (e.g. serious technical fault) then it may take us a little longer than usual to get back to you with a solution.

3. How Do We Respond To Complaints?

We will always try to fix the issue in the first instance, in most cases this means the issue will be solved over the phone or email. If the issue brought to our attention can’t be solved in the first instance we will always keep you updated as to what we’re doing to solve the issue and how long it’s going to take us. We will always try to aim to do this within the 8-week timeframe.

If you’re unhappy with the way that we have dealt with your complaint then you can ask for the issue to be escalated. If at the first instance we are unable to solve the issue we will look to escalate the issue regardless. If after your complaint has been escalated and you still feel we haven’t done enough you can ask for the complaint to be escalated a second time, this will come to the attention of a senior manager where the complaint will be dealt with amongst senior staff members.

4. What if I feel my complaint still hasn’t been resolved?

If in the unlikely event your still not satisfied with the way we have dealt with your complaint, you feel that any compensation offered has not been satisfactory and you have followed the above steps and allowed for us to respond and attempt to resolve the issues within the timeframes as above you may wish to contact the Alternative Resolution Scheme. You can visit ombudsman-services.org/complain-now for more information. You can also call them on 0330 440 1614 or alternatively you can write to the following address:
Ombudsman Services Communications, PO Box 730, Warrington, WA4 6WU.