Complaints Policy

At Lit Fibre, we’re committed to our customers and will do our best to make sure our customers receive the best experience. We recognise that we may not always get it right so this policy explains how to let us know that you want to make a complaint, how we handle complaints, as well as what you can do if you aren’t happy with how we’ve handled your request.

How to tell us that you want to make a complaint

By phone:
you can call us on 0330 460 4610. Before you call, you will need to make sure that you have your Lit Fibre account number to hand, as we will need it to process your complaint.
By email:
you can email us at support@litfibre.com. If you want to complain by email, please include your Lit Fibre account number, and a brief description of your complaint.
By post:
you can write to us at Complaints, Lit Fibre, 9 Greyfriars Road, Reading, RG1 1NU. If you want to complain by post, please mark your letter as a complaint, include your Lit Fibre account number, and a brief description of your complaint.

How we will handle your complaint

We will take a look at your complaint, and see if we can immediately fix the problem in some way. If we can’t resolve the problem straight away, we will provide you with an update. This update will tell you how long we think it will take us to look into your complaint, and may ask for more information from you.
Once we have resolved your complaint, or if we have not heard from you (having tried to get in touch with you) within 28 days, we will close your complaint.

What to do if you aren’t happy with how we’ve handled your complaint

If you are unhappy with how your complaint has been handled, you can escalate your complaint (through any of the communication channels described above) to our Head of Customer Services. You can escalate your complaint at any time, but we ask that you please let us investigate your complaint fully before doing so.
If we are unable to resolve your complaint within 8 weeks (of the complaint being raised), we will issue a deadlock letter. Once issued, you are able to refer the complaint to The Ombudsman Services: Communications, who are an alternative dispute resolution services provider.
You can contact The Ombudsman Service via the following methods:
Online: https://www.ombudsman-services.org/
Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU Phone: 0330 440 1614
Email: enquiry@ombudsman-services.org