Customer Complaints Code

We are committed to providing you with outstanding customer service and we want to ensure that we continuously listen to our customers to understand their concerns and respond appropriately. We accept that things can go wrong on occasion but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.
A copy of this complaints code can be provided free in hardcopy or emailed upon request.

How to raise a complaint

In the first instance you should contact our Customer Services team using one of the below contact methods:

Call: 0333 320 2000
Email: customersupport@daisygroup.com
By post:
Complaints Team
Daisy Communications
Lindred House
Briefield
Nelson
Lancashire
BB9 5SR

You can also open a Live Chat with one of our representatives via our website daisycommunications.com or raise a Support Ticket via MyAccount under Self Service.

One of our helpful customer service advisors will be happy to capture the details of your complaint and will aim to provide an agreeable resolution within five working days. To help us reach a resolution as quickly as possible, please ensure you provide us with the following information:

  • Your Daisy Account Number
  • A contact telephone number and or email address
  • As much detail as you can provide about the issue
  • What you feel we can do to fairly resolve the matter

In the majority of cases we have found we are able to quickly resolve any dissatisfaction, however if you remain unhappy once we have provided our initial response, a senior member of the team will review the situation and make contact with you to discuss if anything further can be done to resolve your complaint, they will aim to provide a satisfactory resolution within a further five working days.

If you still remain dissatisfied after a senior member of the team has reviewed your complaint, a member of our Escalations Team will carry out a further review.

Should we be unable to provide a suitable resolution at this stage – or if eight weeks has passed since your initial complaint – then, we will provide you with an Alternative Dispute Resolution (“ADR”) letter or email outlining our final position. Subject to eligibility, your ADR letter/email will allow you to refer your complaint to Ombudsman Services: Communications.

Ombudsman Services: Communications

Ombudsman Services: Communications provides an independent service to domestic or small business customers (10 employees or less) who are not satisfied with the resolution of their complaint. You must contact Ombudsman Services within 12 months of receipt of an ADR letter or email.

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Fax: 0330 440 1615
Text phone: 0330 440 1600
Email: osenquiries@os-communications.org
Website: www.ombudsman-services.org

Executive Resolutions Team

If you have an issue you feel is if a sufficiently serious or sensitive nature, you can raise your complaint with our Executive Resolutions Team.

Email: ExecutiveResolutions@daisygroup.com
By Post:
Executive Resolutions Team
Daisy Communications
Lindred House
Briefield
Nelson
Lancashire
BB9 5SR

The Executive Resolutions Team aim to provide an initial response within 10 working days of receipt of your complaint.

Ofcom

Ofcom is the regulatory body for the communications industry. Ofcom oversees our service provision within the terms of the Communications Act 2003 that are relevant to us.