Complaints Code

Introduction 

It is important to us at Be Fibre to always give you the best customer experience possible. So, if you ever feel we have fallen short of this, please let us know. We always want to put things right and we will always use your feedback to improve the quality of service that we provide. 

This code lets you know how to make a complaint and if it is not resolved to your satisfaction how to take it further via an independent ombudsman through the Alternative Dispute Resolution (ADR) scheme. 

Rest assured that we are committed to resolving your complaint quickly and easily and our customer service team are fully trained to deal with customer complaints and should be your first point of contact. 

How to get in touch 

There are 3 easy ways to get in touch with us. Please remember to give us your details, including your account number, address and contact number when you do, so that we can get back to you as quickly as possible. 

By phone 

Give our Customer Care team a call on 0330 088 83 83. We will do our best to resolve your complaint on the call, but sometimes we will need to investigate things in more detail and reaching a resolution may take longer.

By email 

You can email us at complaints@be-fibre.co.uk, please let us know what went wrong and what we can do to put this right for you. We always aim to resolve complaints in the first instance and respond within 7 days. 

By post 

It’s not as quick, but if you prefer to send us a letter, you can write to us at: 

The Customer Care team  

BeFibre Ltd

Sankey Valley Industrial Estate, Anglezarke Road, Newton-Le-Willows, WA12 8DJ

Your letter will be acknowledged within 48 hours of receipt, and we aim to resolve all written complaints within 28 days once we have received them. 

Alternative Dispute Resolution 

If you’re not completely satisfied with the way we’ve handled your complaint, you can escalate this further. We’re signed up with the Ombudsman Services ADR scheme. You can contact the Ombudsman by telephone on 0330 440 1614, by email on enquiry@commsombudsman.org, or in writing to the following address; 

Communications Ombudsman
P.O. Box 730
Warrington WA4 6WU
www.commsombudsman.org/contact-us