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Complaints Code of Practice

Home » Complaints Code of Practice

We’re committed to continuously improving our service and getting it right first time for our customers. However sometimes things go wrong and if that happens, we want to make it as easy as possible for you to let us know so we can put it right. Our complaints policy sets out how to contact us and lets you know how we’ll resolve your complaint.

How to contact us:

When you contact us please include:

  • Your  name and number
  • As much detail as possible about the nature of your complaint
  • The best number to contact you on

What to expect when you have logged your complaint:

We’ll contact you within 2 working days of receiving your complaint to let you know we’ve received it. We aim to resolve all complaints within 14 days, depending on the nature of the complaint and we’ll keep you updated while we investigate your complaint.

What to do if we have not managed to resolve the complaint to your satisfaction:

We hope to resolve all complaints first time. However, if after we have issued our formal resolution of your complaint you remain unhappy, you may escalate the complaint to the Head of department to review.

In addition, if you are a consumer or a Small Business (defined as a business containing 10 or less employees) and we have failed to deal with your complaint to your satisfaction within eight weeks, or we have reached a deadlock and there is nothing more we can do to resolve the complaint, you may refer the complaint to the Ombudsman Services.

M247 is a member of the approved dispute resolution scheme with the Ombudsman Services which provides a free independent service. If we have failed to resolve the dispute within eight weeks you may request a deadlock letter from M247 which you must send to the Ombudsman within 12 months of receiving the deadlock letter. The Ombudsman Services can be found at

If you are a consumer and you have purchased your service online you can pass the complaint to an alternative online dispute resolution scheme which can be found at

Please also note M247 is a member of ITSPA (the Internet Telephony Services Providers’ Association), which represents companies providing telephony services to consumers and Small Businesses.  As a member of ITSPA, M247 will comply with the ITSPA Code of Practice.  Details can be found at . If M247 is unable to resolve a complaint to your satisfaction and you are a consumer or Small Business receiving telephony services, you may also escalate the complaint to ITSPA.