Complaints

How to make a complaint

Our complaints procedure has four stages:

1. Contact our Customer Service Team

First, our Customer Service Team will investigate your complaint and do their best to resolve this.

2. Customer Service Team Leader

If you’re not happy with the Customer Service Team’s solution, you can ask to escalate your complaint to the Customer Service Team Leader, who will aim to get back to you within two working days. They will either suggest a resolution to your complaint or explain what the next steps are and provide you with a clear timeframe for when we will come back to you again.

3. Customer Service Manager

If you’re not satisfied with the Customer Service Team Leader attempt to resolve your complaint, you can ask to escalate it further to the Customer Service Manager. They will review your complaint and respond within five working days.

4. Independent adjudication

If you’re still not happy with the Customer Service Manager’s suggested resolution, you may be able to refer your complaint on for free independent adjudication. Further details on how to do this are below.

How to contact us

There are two different ways to contact us if you need to make a complaint.  

By Email

You can email the team on [email protected]. We aim to respond within two working days. If your complaint is more complex, this could take a little longer, depending on the issues you’ve raised, as we’ll always give your comments the attention they deserve.

By post

It’s not as quick, but if you prefer to send us a letter, you can write to us at: Yayzi Broadband Limited, Unit 5 Britannia Court, Copse Road, Fleetwood, FY7 7FY
Your letter will be acknowledged within two working days of receipt and we aim to resolve all written complaints within 28 days after we’ve received them

However you contact us, please remember to give us the following details (it will help us get back to you as quickly as possible):

  • Your account number
  • Your full address
  • Your contact number

When you contact us, please let us know if you have any special needs or require additional support. If you require a copy of our Complaints Policy, or if you need it in a larger or accessible format, please contact us via email to [email protected] and we can arrange this, free of charge. We can also supply a copy of this Complaints Policy in large print, Braille or audio at your request.

If you would prefer, you can also appoint an authorised representative or advocate to engage with us on your behalf. If this is something you want to do, please let us know in writing (email or post).

How we’ll contact you

We always investigate every complaint and actively work to resolve things to your satisfaction. As soon as we think we have a resolution, we’ll let you know. This could be on the original call, if we can sort things out there and then, or if we can’t, we’ll be back in touch to let you know.

In the first instance, we’ll try to contact you by your preferred contact method. If this is by telephone and we miss you, we’ll drop you a text with our telephone number so you can ring us back when you’re free, during our opening hours. If your prefer to be contacted by email or post, we’ll send you an email, or write to your home address.

Your case will remain open for 28 days, so you’ll have enough time to review and consider our proposal. If you’re happy with the resolution, please let us know so we can close your case. Also, if we don’t hear from you within 28 days from the date of the letter, we’ll take this as confirmation that you’re satisfied with the resolution.

Independent adjudication

If your complaint is not settled within eight weeks or we have issued you with a “deadlock” letter before then, you can refer your complaint to the CISAS, which is the Alternative Dispute Resolution (ADR) scheme used by Yayzi. If you’re a home or small business customer, they will independently consider your complaint for free.

We may issue you with a deadlock letter in the following circumstances:

  • We have told you the outcome of our investigation into your complaint.
  • You have told us that it does not resolve the complaint to your satisfaction.
  • We do not intend to take any additional steps to resolve your complaint.

You may request a deadlock letter from us, but we may decide not to issue one to you if we believe we will be able to resolve your complaint within eight weeks from the date of your original complaint.

The quickest way to raise a case with the CISAS is online by visiting:https://www.cedr.com/consumer/cisas

Alternatively, you can:

  • Phone: 020 7520 3814
  • Email: [email protected]
  • Write to:
100 St. Paul’s Churchyard,London, EC4M 8BU, United Kingdom

Please note that the ombudsman can’t deal with complaints about commercial policy (like our prices or broadband availability) and they can’t help businesses with more than ten employees.

Finally, for further help and advice you can contact your local Citizens Advice Bureau (CAB) for free. However please note that this isn’t part of our formal complaint process.