At Lit Fibre, we’re committed to our customers and will do our best to ensure you receive the best experience. We recognise that we may not always get it right, so this policy explains how to let us know if you want to make a complaint, how we handle complaints, and what you can do if you're not satisfied with how we’ve handled your 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 Phone:
You can call us on 0330 460 4610. Before you call, please ensure 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 [email protected]. 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
400 Thames Valley Park Drive
Reading
England, RG6 1PT
Please mark your letter as a complaint and include your Lit Fibre account number along with a brief description of your complaint.
By Any Channel You Choose:
You can also contact us via any channel you prefer, including social media, web chat, or any other communication method. While social media is not a formal complaint channel, we will treat your complaint with the same care and attention and guide you to our formal complaints process if needed. We will always ensure that your issue is directed to the appropriate team and handled according to our complaints procedure.
We will acknowledge receipt of your complaint within 5 working days and provide an estimated time frame for resolution. Our team will investigate the issue thoroughly and work to resolve it as quickly as possible.
First Response:
Within 5 working days of receiving your complaint, we will acknowledge it and may provide an initial response.
Further Investigation:
If the issue is complex, it may take longer to resolve. We will keep you informed about the status of your complaint and provide updates every 10 working days, or sooner if we have new information to share.
If We Need More Information:
If we need more information from you to investigate your complaint, we’ll let you know. Please supply any requested information as soon as you can to avoid any delays in resolving your complaint.
If We Don’t Hear Back from You:
If we’ve requested further information from you and we don’t hear back from you within a reasonable time, we’ll write to you with the results of our investigation based on the information we have.
Resolution:
Once we have resolved your complaint, we will send you a final response within 8 weeks. If we are unable to resolve your complaint within that time frame, we will send you a deadlock letter.
If You Have Not Received An Acknowledgment:
If you have not received an acknowledgment within 5 working days of your contact with our Customer Support team, please contact us by phone 0330 460 4610 or email [email protected] to verify that we have received your complaint.
If you are dissatisfied with how your complaint has been handled, you can escalate it to our Head of Customer Experience. Please use the communication channels described above to escalate the issue.
If we are unable to resolve your complaint within 8 weeks, we will issue a deadlock letter. After this, you have the right to refer your complaint to an independent alternative dispute resolution service.
How to Contact The Ombudsman Services
If you’re still dissatisfied after receiving our final response or if we’ve issued a deadlock letter, you can refer your complaint to The Ombudsman Services. This is an independent alternative dispute resolution service, which will review your complaint and help find a solution.
You can contact The Ombudsman Service through the following methods:
Online: www.ombudsman-services.org
Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614
Email: [email protected]
Additional Support
We recognise that some customers may require extra assistance to make a complaint. If you have any special needs or require additional support to make your complaint, please let us know. We can provide this Complaints Code in alternative formats, such as large print, Braille, or audio. If you require assistance or an alternative format, contact us on 0330 460 4610.
You can also appoint an authorised representative to act on your behalf if needed. Please inform us in writing if you wish to appoint someone.
Records Retention
We will keep records of all complaints for at least 12 months from the date of the complaint. Your personal data will be processed in accordance with our Privacy Policy.
This complaint policy was last updated on 19/02/2025