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Complaints

Tell us what went wrong so we can put it right

We’d like the chance to resolve your concern. Tell us what happened, the service or account involved, any earlier reference and the outcome you’re looking for. We’ll handle your complaint under our current Complaints Policy, keep you informed and explain the escalation options available.

Make a complaint

Make a complaint

If you’re unhappy with a product, a service or how an issue was handled, you can make a complaint. Tell us what happened and what would put it right.

Fields marked are required.

If a service is not working right now, report the fault first so it can be investigated. You can still make a complaint about how it was handled.

Customer type

For example, a service ID or account number shown on your bill.

A reference from an earlier complaint, fault report or support request.

Include the service involved, what went wrong and when it started. Never submit passwords, full payment card details or identity documents through this form.

For example, a fix, an explanation, a change to your account or a review of a charge.

The Complaints Policy explains how a representative's authority to act for the account holder is confirmed. We will tell you what is needed. Do not send identity documents through this form.

Required if you would like us to call you.

Preferred contact method

Read the Privacy Policy

Complaints follow the complaints process and are not placed in sales or marketing follow-up.

Policy

Complaints Policy

How complaints are received, handled, escalated and resolved. Each section below shows where the approved policy text will appear.

Version and effective date

Version
[POLICY VERSION]
Effective date
[EFFECTIVE DATE]
Accessible copy
[ACCESSIBLE POLICY DOCUMENT LINK]

How to submit a complaint

The channels you can use to make a complaint, including the form on this page, and the information that helps us understand it.

[APPROVED POLICY TEXT: How to submit]

Acknowledgement and contact

How we confirm that a complaint has been received, the reference you are given and how we stay in contact while it is handled.

[APPROVED POLICY TEXT: Acknowledgement and contact]

Expected handling stages

The stages a complaint moves through, from assessment to outcome, and the approved timeframes that apply to each stage.

[APPROVED POLICY TEXT: Expected handling stages]

Urgent complaints

Which complaints are treated as urgent, how to tell us a complaint is urgent and how urgent complaints are prioritised.

[APPROVED POLICY TEXT: Urgent complaints]

Internal escalation

How to ask for your complaint to be reviewed further within Tech As A Service if you are not satisfied with the response.

[APPROVED POLICY TEXT: Internal escalation]

External dispute resolution

The independent external dispute resolution options available if a complaint is not resolved, and how to contact them.

[APPROVED POLICY TEXT: External dispute resolution]

Accessibility and representative authority

Support for people who need help making a complaint, including interpreter and accessibility options, and how someone you authorise can make or manage a complaint for you.

[APPROVED POLICY TEXT: Accessibility and representative authority]

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