We aim to resolve every issue straight away, but if we can’t we’ll refer it to a senior member of staff. If they can’t resolve the issue we’ll pass it on to our dedicated customer relations team. In any event, we’ll acknowledge receipt of your complaint within 2 working days and aim to resolve your complaint within 5 working days. If we can’t do this for any reason then we will let you know and keep you updated every week.

Please remember to include:

  • Your name and company name
  • The date the problem occurred
  • Your Freecom account number
  • Names of any staff that you have dealt with
  • A description of your complaint


Where an issue has not been resolved to your satisfaction, you may request that the issue be escalated to our Customer Service Manager. You can expect a response to your escalation within 2 working days.

Referrals to Communications and Internet Services Adjudication Scheme

If we are unable to resolve your complaint within 8 weeks (or if we issue with a dead lock letter), you can refer the issue to Communications and Internet Services Adjudication Scheme (CISAS). You can out more by visiting or by calling them 020 7520 3827.

You may also write to them at:

24 Angel Gate
City Road

You may like to view our Code of Practice, this sets out a clear statement of the policies, products, services and support services that we offer.

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