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Customer Complaints Policy

Customer Complaints Policy 

At Brillband, we are committed to providing the best possible service. However, if you ever find yourself dissatisfied and wish to raise a complaint, we’re here to help. The sooner you let us know, the sooner we can work to resolve the issue. We’ll always respond fairly, promptly, and thoroughly, using your feedback to continuously improve our services.

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 aim to resolve it during your call.
  2. Customer Service Team Leader
    If you’re unhappy with the initial resolution, you can escalate your complaint to the Customer Service Team Leader. They will respond within one working day, suggesting a resolution or explaining the next steps and providing a clear timeline.
  3. Customer Service Manager
    If the Team Leader’s resolution doesn’t satisfy you, you can escalate your complaint to the Customer Service Manager. They will review your complaint and respond within five working days.
  4. Independent Adjudication
    If you’re still dissatisfied, you can refer your complaint for free independent adjudication. Further details are provided below.

How to Contact Us

You can reach us in the following ways:

By Live Chat or WhatsApp 

Or

By Email
Email us at support@brillband.com. We aim to respond within one working day. Complex complaints may take longer to address, but we will always give your feedback the attention it deserves.

When contacting us, please provide:

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

If you have special needs or require additional support, let us know. 

You may appoint an authorised representative or advocate to act on your behalf. To do so, please inform us in writing (via email following our Third Party Consent and Power of Attorney Policy).

How We’ll Contact You

We investigate every complaint and work to resolve it to your satisfaction. If we resolve your issue during your contact, we’ll inform you immediately. For more complex cases, we’ll contact you by email. 

Your case will remain open for 28 days to allow you to review and consider our resolution. If we don’t hear from you within 28 days, we’ll assume the issue is resolved and close your case.

Independent Adjudication

If your complaint remains unresolved after eight weeks or if we issue a “deadlock” letter, you can refer your case to the Communications Ombudsman. They will provide independent adjudication free of charge for home and small business customers.

A deadlock letter may be issued in the following circumstances:

  • We have shared the outcome of our investigation.
  • You’ve indicated that our resolution is unsatisfactory.
  • We do not plan to take further steps to resolve your complaint.

You can request a deadlock letter, but we may decline if we believe the complaint can be resolved within eight weeks.

To raise a case with the Communications Ombudsman:

Online: www.commsombudsman.org
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org
Post:
The Communications Ombudsman
PO Box 730
Warrington
WA4 6WU

Please note: The ombudsman cannot address complaints about commercial policy (e.g., pricing or broadband availability) or assist businesses with more than ten employees.

Further Advice

For additional guidance, you may contact your local Citizens Advice Bureau (CAB) for free support. Please note that this is not part of our formal complaint process.