Our Code of Practice

Code of practice for complaints handling

OFCOM requires that providers of Electronic Communication Services have a transparent, accessible and effective Code of Practice for Complaints Handling with appropriate access to Alternative Disputes Resolution process (ADR).

Our aim is to provide a high-level of customer service and support. However, we recognise that problems can occur and this document outlines what we will do to put things right as quickly as possible.

Step 1

Contact our Customer Service team with your complaint. You can do this by phone, email or letter and our contact details are to be found at the foot of this page. Please ensure you supply your account details and as much information as possible regarding your complaint.

A Team Member will take the details of the complaint and investigate it with the intention of resolving it as quickly as possible.

In most cases, they will be able to resolve your complaint directly and reply to you accordingly. If not, they will escalate the complaint internally to a Team Leader for continuing action.

Step 2

The team leader will work with the team member to identify the cause of the complaint. You will receive an initial response within 2 working days including, where relevant, a summary of what we are doing to investigate the complaint and estimated time to resolve.

Step 3

If you are not satisfied with this response, you may ask the Team Member or Team Leader to escalate your issue to our Senior Management Team. This Team will give you a response within 10 working days.

Alternative Dispute Resolution (ADR) Process

If you are not satisfied with the progress of your complaint, you may ask us to issue a "Deadlock Letter" so that you can take the complaint to our Alternative Dispute Resolution scheme which is operated by the Ombudsman. The Ombudsman is an independent arbitrator who will assess cases for consumers and small businesses and make a judgement for resolution of the issue.

(We may decline to issue a "Deadlock Letter" if we have reasonable grounds to consider that we can resolve your complaint in a timely manner and are taking steps to do so; if the complaint can be considered vexatious; or if the subject matter of the Complaint is outside the jurisdiction of the ADR scheme.)

If 8 weeks have elapsed since the complaint was first raised and you are still not satisfied with our response, you may take your complaint to the Ombudsman using the contact details below.

Ombudsman Name

Communications Ombudsman



Email Address



0330 440 1614
Monday to Friday: 8am to 8pm
Saturday: 9am to 1pm


Communications Ombudsman
P.O. Box 730

National Broadband Customer Service Contact Details


03333 447700




Customer Service Team
National Broadband
3 Phoenix Park
Apsley Way

If you require a hardcopy of this code, you may ask us to post one to you.