Complaints Procedure

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. If you are a Boxx customer then here are the ways you can contact us to raise your complaint:

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. Write to:

Boxx Communications
Customer Relations Manager

Norfolk House East
499 Silbury Blvdv Central Milton Keynes
MK9 2AH 

Call us

01908 350 750

2. What we'll do and when

Our aim is to resolve any problem as quickly as possible, preferably during a phone call or email exchange with you. We'll respond within 10 working days of receiving your complaint.

We'll try to sort out your complaint on the spot, but whatever happens, we'll keep you regularly updated.

If our team are unable to resolve your complaint, we'll escalate this to a Manager.

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

If you're still not happy with the final response to your complaint you can ask Ombudsman Services: Communications to review your complaint independently.

Please note CISAS will not review any complaint which is less than 8 weeks old unless we have given you a letter stating we cannot do anything further (a 'deadlock letter').

4. Ombudsman Services

Ombudsman Services provide a free, independent service for Boxx customers who are not satisfied with the final outcome of their complaint.

Please note; Ombudsman Services will not review complaints which are:

  • Less than 8 weeks old unless we have given you a letter stating we cannot do anything further (a 'deadlock letter')
  • About commercial policy (e.g. our prices or broadband availability)
  • From business users with more than 10 employees

Address

Ombudsman Services
3300 Daresbury Park
Halton
Cheshire
WA4 4HS

Telephone

0330 440 1614

We try to focus on ensuring all complaints are resolved as soon as possible. For further information about our services, please visit our services section. Our standard terms and conditions apply to the products or services available.

Nothing within this Complaints Procedure is intended to form any contract between you and Boxx. The products and services described within this document may not always be available, and may change from time to time.

Nothing in this Complaints Procedure affects your statutory or common law rights.

Last updated: 16.05.17