Complaints Code

How you can make a complaint

If you’re unhappy with any aspect of our electronic communications services, the best way to contact us is by telephone. If you prefer to contact us in writing you can email or write to us instead, but it may take us a little longer to respond. 

How to contact us

Advania UK Limited 
Lowry Mill 
Lees Street 
Manchester 
M27 6DB 

Tel: 0333 241 7689
Email: [email protected]

If you contact us in writing, please don’t forget to include: 

• Customer Name
• Account number
• Telephone number (landline and/or mobile)
• Postal address and email address

Please provide full details of your complaint to allow us to deal with it, including any steps which have been taken to attempt to resolve the complaint so far. If you contact us in writing, we will aim to respond to you within 10 working days. If we can’t get hold of you by phone, we’ll email you or we’ll write to you. 

Investigating and resolving your complaint 

We will make every effort to resolve your complaint as soon as possible.  The steps we take to investigate your complaint will depend on the particular circumstances. 

How to escalate your complaint

If you’re not satisfied with our response to your complaint, you can ask us to escalate the complaint to a member of our senior management team. 

We will let you know the outcome of our investigation into your complaint and how your complaint has been resolved. If we don’t hear from you within 28 calendar days of notifying you of the outcome we will consider that the complaint has been resolved to your satisfaction. 

Alternate Dispute Resolution

If we don’t solve your complaint or you are not satisfied with our final response,  you can refer your complaint to an Alternative Dispute Resolutions service.  

Our chosen Alternative Dispute Resolution scheme is run by CEDR, Centre for Effective Dispute Resolution. 

The Communication & Internet Services Adjudication Scheme (CISAS) is an independent dispute resolution scheme, approved by Ofcom, which is free of charge. It aims to impartially settle complaints about communication and internet services that cannot be resolved between a customer and a service provider. 

Read through their guidelines to make sure your complaint is eligible. 

We will send you a letter reminding you of your right to refer your complaint to our Alternative Dispute Resolution service if the above circumstances arise. 

Contact CISAS

CISAS 
Centre for Effective Dispute Resolution 
70 Fleet Street, 
London EC4Y 1EU 

Website: www.cedr.com/consumer 
Make a Complaint: www.cedr.com/consumer/cisas 
Email: [email protected] 
Tel: +44 (0)20 7520 3800