Complaints Code

FreeClix Customer Complaints Code for Residential and Small Business Customers

As hard as we try, we might not always get it right. Your complaints give us a chance to put things right and help us improve our service to other customers in the future. This customer complaints code gives you clear and useful information about what you can do if you’re not happy.

It tells you:

• How you can complain,

• What we’ll do and when,

• What you can do if you’re still not happy.

Hard copies are available and free on request. Make sure you include the account number and or telephone number of the service you’re complaining about and the UK address you would like the code sent to.

The information provided in this code is not contractual and is in addition to any other rights you may have under the terms and conditions that apply when we supply services and equipment to you. You can find these terms at

How do I make a complaint?

We are committed to giving you the highest quality of service, even so, things can go wrong. When they do, we want to know so we can put them right as quickly as we can. If there’s anything you’re unhappy with, you can contact our team in the following ways and we will attempt to resolve your complaint as quickly as possible:


To log a complaint call our office on +44 (0) 1603 703340. Lines are open during Monday to Friday 9am-5.30pm. Standard call rates apply.


Email complaints should be sent to

We aim to reply to every complaint we receive by email within 5 working days.


It takes longer to reply by letter but, if you prefer to write, please send your letter to:


Holly Lodge

Holly Lane



NR13 4BY

We aim to reply to every complaint we receive by post to this address within ten working days from receipt of the complaint.

What information do I need to include?

Please include the following information to help us investigate your complaint fully:

• The date the problem occurred.

• The names of any representatives or team managers you may have dealt with.

• The nature and reason for your complaint.

• Your full name and full address including postcode.

• Your account number, telephone number and email address.

What we’ll do and when. 

Our aim is to solve any problem to your complete satisfaction, and our customer service advisers will try to do this as quickly as possible, preferably during a phone call or email exchange. If we can’t do this, we’ll agree with you what we can do.

We aim to respond to a letter within ten working days, an email within five working days and if we can’t sort out your complaint when you phone us, we’ll call you back within five working days.

We’ll try to sort out your complaint on the spot but whatever happens, we’ll respond and try to keep you regularly updated if it’s going to take a while to check into things.

If an advisor can’t sort out your complaint, we’ll review it and escalate the complaint to an appropriate level within the company. We settle most complaints by this stage but, if not, we’ll explain our final position. In some cases, we might send you a ‘deadlock’ letter. This means there’s nothing more we can do.

You can ask for a manager to review your complaint at any time if our adviser hasn’t been able tohelp and hasn’t already offered to refer things to a manager.

1. If you don’t feel your complaint has been resolved after speaking to one of our customer service advisors, please ask to speak to a team manager. The team manager will deal with your complaint and will then aim to contact you within 2 working days.

2. If you are still not satisfied after speaking to a team manager, you may ask the team manager to escalate your complaint to our Managing Director’s office.

How can I take the matter further?

If you are still not satisfied after speaking with the Managing Director’s office, you can ask the telecommunications ombudsman, Ombudsman Service: Communications to independently review your complaint.

Ombudsman Services: Communications

Ombudsman Services: Communications provides a free independent service for customers who aren’t satisfied with the final outcome of their complaints, it can’t deal with complaints about commercial policy (such as, for example, our prices or broadband availability). Nor can it deal with complaints from businesses with more than ten employees.

Ombudsman Service: Communications will not look at cases that are less than 8 weeks old unless you have received a deadlock letter from the CEO’s office which means that there is nothing further we can do.

If you complain to Ombudsman Services: Communication, you must do so within six months of receiving your ‘deadlock’ letter. If we haven’t sent you a ‘deadlock’ letter, you must contact Ombudsman Services: Communications within nine months of making your complaint to us.

You can contact Ombudsman Services: Communications at:

Ombudsman Services: Communications

PO Box 730



Phone: 0330 440 1614, 01925 430049 or 0845 050 1614

Fax: 0330 440 1615 or 01925 430059

Textphone: 0845 051 1513 or 0330 440 1600



You can also get free advice on your consumer rights from the citizen’s advice bureau (CAB), consumer advice centre, local authority trading standards or consumer protection department. You’ll find their numbers in the local telephone directory.

Service for customers who are vulnerable or who may need specific help

We’re fully committed to helping all of our customers contact us easily.

If your circumstances mean you are unable to raise a complaint to us yourself you can nominate someone to contact us on your behalf. When they contact us, we will get in touch with you to verify that you are happy with this.