We are committed to providing an outstanding service, 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

Call: 0330 124 9120
Email: billing@intellect-comms.co.uk
By post:

Complaints Team
Intellect Communications
20-22 WENLOCK ROAD
LONDON
ENGLAND
N1 7GU

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 Intellect 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

We promise to quickly resolve any dissatisfaction, however if you remain unhappy once we have provided our initial response, your complaint will be escalated to a senior member of the team who will look to resolve it within 5 working days.

If you still remain dissatisfied your complaint, will be moved to our Escalations team.

Should we be unable to provide a suitable resolution at this stage – or if eight weeks have 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.