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Our Complaints process

If you are unhappy with any aspect of your service please contact our Customer Support team, who will do their best to resolve the problem with you.

Customer Support

  • 0333 305 7560
  • Fusion Fibre Group: 22 Rufford Ct Hardwick Grange, Warrington WA1 4RF

More than 95% of complaints are resolved over the phone. This is the quickest and easiest way to log your complaint and get the ball rolling.

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Step-by-step complaints process

If you’re not completely happy with our service we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best products and service possible.

However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.

  • Stage 1

    Call us, or if you prefer you can put your complaint in writing, but it’s not necessary. Our Customer Support team will log your complaint and include all of the details you provide us with. We’ll get to work on resolving the problem. If it can’t be resolved right there and then, we’ll agree a date and time to call you back.

  • Stage 2

    If your complaint has been logged already and we’ve tried to resolve it over the phone with you, without success, you can ask for a formal review and written response to your complaint. While we are reviewing everything, we may come back to you for more information. You will get a written response from us, usually within 7 days of escalating to Stage 2.

  • Stage 3

    If you do not agree with the outcome of our formal response to your complaint, you can let us know you would like it to be reconsidered at Stage 3. A complete review will be undertaken and you can provide any further information you think is relevant and would like to be considered. If we cannot reach an agreement on how to resolve your complaint, we will confirm our position in writing to you. We will set out our Final Position and let you know how you can escalate your complaint if you are still unhappy this stage. We will normally complete Stage 3 within 4 weeks, however, in exceptional circumstances it may take us longer.

Alternative Dispute Resolution

If we have issued you with a letter confirming our Final Position, it will also include details of how to escalate your complaint to The Communications Ombudsman. They are the Alternative Dispute Resolution scheme we are a member of. You can escalate a complaint without a Final Position letter, also known as a Deadlock letter, if your complaint has been ongoing for more than 8 weeks and we have not provided you with a final response.

Ombudsman services

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