Customer Complaints Code
This page sets out how we handle complaints from customers, and when you can take unresolved complaints to alternative dispute resolution.
Does this apply to me?
This code applies to you if you are a residential customer, or if you are a business customer with 10 or fewer members of staff (including volunteers). If we are unsure, we may need to ask you to confirm your status. If you do not meet these conditions, you can still make a complaint using the details below, but you are not entitled to take your complaint to alternative dispute resolution.
How do I make a complaint?
You can make a complaint :-
- by e-mail to
- by writing to 10 The Courtyard, Edenhall, Penrith, Cumbria, CA11 8ST
- by calling 01768 254254
How will you investigate my complaint?
We take complaints seriously, and a director of LonsdaleNET will handle our investigation of your complaint. What we will need to do will depend on the nature of your complaint. We aim to investigate and respond to all complaints as promptly as we can, and aim to respond to even the most complicated of complaints within 60 days. We are not always able to resolve complaints immediately, especially if a resolution requires access to a third party’s premises, or relates to issues outside our control.
Alternative dispute resolution
You can take your complaint to alternative dispute resolution if either of the following conditions are met :-
- Your complaint remains unresolved for eight weeks after the date on which we received it.
- We have told you the outcome of our investigation, but the complaint remains unresolved and we are unable or unwilling to take additional steps to resolve it.
Our alternative dispute resolution scheme provider is CISAS. They are independent of us. You can contact them for further information or to raise a complaint via their website.
You do not have to pay a fee (to us or to CISAS) for taking your complaint to alternative dispute resolution. That being said, ineligible, spurious, or unwarranted references to ADR cost us and thus impact what we charge our customers. Because of this, please be aware of the following terms of your contract with us :-
- If you are not entitled to refer the dispute CISAS, you must not do so or attempt to do so. If you do this, you are liable for any costs we incur (including our legal fees, and any compensation the alternative dispute resolution scheme requires us to pay to you) as a result of your breach.
- If you refer a dispute to CISAS and the CISAS does not decide in your favour on all aspects of the dispute, you must pay us for any costs we incur (including our legal fees) in engaging with the alternative dispute resolution process.
Version 1.0. This policy was last updated on 13/05/2020.