We're sorry to hear that something has gone wrong. We take all complaints seriously, and we'll do our best to put things right. Here's how the process works.
How to make a complaint
You can complain in whatever way works best for you:
Email: [email protected]
Phone: 0800 054 8330, free from UK landlines and mobiles
Post: Customer Complaints Team, ScottishFibre, 2nd Floor, 48 West George Street, Glasgow, G2 1BP
What happens next
We'll acknowledge your complaint within 2 working days, with a unique reference number, the name of the person handling your case, and our expected response timeframe.
We'll investigate fairly, thoroughly, and impartially.
We'll come back to you with our findings, an explanation, and where appropriate, an apology and a proposed resolution.
Our response timeframes
Most complaints are resolved within 6 weeks.
More complex complaints may take up to 8 weeks. If this applies, we'll let you know within 2 working days.
For urgent issues like total loss of service or problems affecting vulnerable customers, we'll aim to respond within 1 working day.
If you're not happy with our response
You can ask for your complaint to be escalated to our Team Leader for a full review. We'll respond within a further 4 working days. To request this, just reply to our response or call us on 0800 054 8330.
The Communications Ombudsman
If your complaint remains unresolved after 6 weeks, or if we issue you with a deadlock letter sooner, you have the right to refer your complaint to the Communications Ombudsman, free of charge. They are independent and approved by Ofcom to handle disputes between consumers and communications providers. Their decision is binding on us, but not on you.
Website: www.commsombudsman.org
Phone: 0330 440 1614
Extra support
If you need extra support to engage with our complaints process, due to a disability, health condition, or other circumstance, please let us know. We can offer alternative formats, extended timeframes, or a nominated representative to act on your behalf.
For independent advice, you can also contact Citizens Advice Scotland on 0800 028 1456 or visit www.cas.org.uk.
Still need help? To make a complaint, please email us at [email protected] or call us on 0800 054 8330. Our full Complaints Code of Practice is available on our website.