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 :-

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 :-

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 :-

Version 1.0. This policy was last updated on 13/05/2020.