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Help and Support

John Lewis Broadband Complaints Code of Practice - February 2016

  1. How you can complain
  2. What we'll do and when
  3. What you can do if you're still not happy

1. How you can complain

We aim to be number one for customer service. However, sometimes things can go wrong and, when they do, we want to put them right for you as quickly as we can. Here are the ways you can contact us to raise your complaint:

By phone

The fastest way to let us know if you're not happy with your service is by contacting us by telephone (0800 022 3300, 24 hours a day, 7 days a week) where you can speak to a member of our customer service team.

Online 'Contact Us'

If you prefer to contact us in writing, go to http://www.johnlewisbroadband.com/contact-us/contact-member.html (you'll need your account username and password) and select 'Raising a Complaint' under the 'Customer Service and Billing' heading. A member of our team will investigate and respond to your complaint within 5 working days.

By letter

It takes longer to reply by letter, but if you prefer to write, please send your letter to the address below. Make sure you include the account username, postcode and telephone number of the service you're complaining about.

Once we receive your letter we will respond within 10 working days. If you need a quicker response, please use one of the other methods mentioned above.

Postal address:

John Lewis Broadband
The Balance
2 Pinfold Street
Sheffield
S1 2GU

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2. What we'll do and when

Our aim is to resolve any problem as quickly as possible, preferably during a phone call with you. However, if we are unable to resolve your complaint there and then, we will investigate further and contact you with an update as soon as we can.

If you prefer to contact us in writing, we will respond within 5 working days to any complaint raised online, or within 10 working days to a letter of complaint. We will always try to resolve your complaint immediately, but whatever happens, we'll keep you regularly updated.

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3. What to do if you're still not happy

If you're still not happy with our final position on your complaint, you can take the matter to Alternative Dispute Resolution (ADR) by contacting the Ombudsman Services.

Ombudsman Services provides a free, independent service for John Lewis Broadband customers who are not satisfied with the final outcome of their complaint.

Ombudsman Services cannot deal with complaints about commercial policy (e.g. our prices or broadband availability), nor can it deal with complaints from business users with more than 10 employees.

You can refer your complaint to Ombudsman Services for resolution either by contacting them via their contact details below, or by using the Online Dispute Resolution Portal.

Ombudsman Services' contact details are:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Email: osenquiries@os-communications.org
Website: www.ombudsman-services.org/communications
Telephone: 0330 440 1614
0330 440 1600 (textphone)

Please note that before contacting Ombudsman Services or referring a complaint on the Online Dispute Resolution portal, all complaints need to be submitted to us by one of the methods outlined above to give us the opportunity to resolve it. Ombudsman Services will not review any complaint which is less than 8 weeks old unless we agree we cannot do anything further and have provided you with a deadlock code.

You will be asked for our contact details when submitting your complaint through the Online Dispute Resolution portal, please use the detail provided below:

John Lewis Broadband (Provided by Plusnet)
The Balance
2 Pinfold Street
Sheffield
S1 2GU

  • Email: resolution@johnlewisbroadband.com
  • Website: www.johnlewisbroadband.com

Nothing within this Complaints Code of Practice forms or is intended to form any contract between you and John Lewis Broadband. The products and services described within this document may not always be available, and may change from time to time. Our standard terms and conditions apply to the product or services available. Nothing in this Complaints Code of Practice affects your statutory or common law rights.

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For full details of our current issues or any maintenance work that could be affecting your service please visit our Service Status site.