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General Enquiries:

0330 220 21 21

Code of Practice

Complaints Procedure

If you have a complaint about our organisation we want to hear about it and we will do our best to put it right.

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase customer satisfaction;
  • To use complaints constructively in the planning and improvement of all services.

Who can complain?
Anyone who is:

  • Receiving a service from the Broadband Shack
  • Caring for someone who has a complaint;

How to complain
The Broadband Shack would like to resolve any complaint as soon as possible.

Many complaints can be resolved by simply calling our friendly team at The Shack on 0330 220 21 21. All of our team are highly trained to deal with most of your complaints and should be your first point of contact.

We are open from 00:00 to 00:00 Monday to Friday and 00:00 to 00:00 Saturdays.

By email
You can email your complaint to We aim to respond to every complaint within 5 working days.

By letter
If you would prefer to write to us, please address your letter to:

Customer Service Manager
Broadband Shack
1B Long Brook Trading Estate,
Ashton Vale,

We aim to reply to every complaint we receive by post within 10 working days. We’ll normally get back to you by phone but will gladly confirm any points in writing if you wish.

Complaint Handling and Escalation
In the majority of cases, the first advisor will be able to resolve your complaint. However, if they are unable to resolve your issue to your reasonable satisfaction, you can escalate your complaint to the Department Manager. If the Manager is not available immediately, they will try to contact you within 3 working days to resolve the complaint with you.

In the rare cases where we have not been able to agree upon a resolution after this escalation, you have the option to request to escalate your complaint process to this point for review by the Head of Department. We request that you do this via email or in writing. Within 10 working days we will then send you our final written response to this review, along with any new recommendations or actions.

Broadband Shack Customer Service Contact Details

Phone: 0330 220 21 21

Broadband Shack
1B Long Brook Trading Estate,
Ashton Vale,