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Complaints Code of Practice

How to make a complaint to Use-IT Telecoms, how we will handle it, and what you can do if we cannot resolve it.

Last updated 18 September 2026

This code explains how Use IT Telecoms Limited handles complaints about our services. It is free to use, and it applies to all of our customers. We will give you a copy of this code free of charge on request, by email or by post.

1. Our commitment

We want every customer to be happy with the service we provide. If something goes wrong, we want to hear about it so that we can put it right. When you complain we will:

  • treat you fairly, politely and promptly;
  • take ownership of the complaint and keep you informed of progress;
  • explain what we have found and what we will do about it; and
  • use what we learn from complaints to improve our service.

Making a complaint will not affect the way we treat you or your organisation.

2. How to complain

You can complain in whichever way suits you best:

  • Telephone: 01254 919133, Monday to Friday, 09:00 to 17:30 (excluding bank holidays)
  • Email: info@useit-telecoms.co.uk, with "Complaint" in the subject line
  • Customer portal: raise a support ticket and tell us it is a complaint
  • Post: Complaints, Use IT Telecoms Limited, 80-84 High Street, Rishton, Blackburn, Lancashire, BB1 4LA

To help us deal with your complaint quickly, please tell us:

  • your name, your company name and the best way to contact you;
  • your account reference, and the telephone number or service your complaint is about;
  • what went wrong, when it happened, and anything you have already done about it; and
  • what you would like us to do to put things right.

3. What happens next

  1. Acknowledgement. We will acknowledge your complaint within 2 working days, give you a reference number and tell you who is dealing with it.
  2. Investigation. We will look into what happened, which may include checking our records, speaking to the people involved and working with our network partners.
  3. Response. We aim to resolve most complaints within 10 working days. If it will take longer, for example because we are waiting for a network partner, we will tell you why and keep you updated at least once a week.
  4. Resolution. We will explain what we found and what we have done, or will do, to put things right. We will confirm this in writing if you ask us to.

4. Escalating your complaint

If you are not happy with how your complaint is being handled, or with our proposed resolution, you can ask for it to be escalated to a manager or director. They will review your complaint afresh and respond to you within 10 working days of your request.

If we are still unable to agree a resolution, we will send you a letter or email confirming our final position (a "deadlock letter") and explaining your right to take the complaint to independent dispute resolution.

5. Independent dispute resolution

If you are a residential customer, a business with 10 or fewer employees, or a not for profit organisation, you can ask an independent alternative dispute resolution (ADR) scheme approved by Ofcom to look at your complaint if:

  • it has been at least six weeks since you first made your complaint to us and it has not been resolved; or
  • we have sent you a deadlock letter confirming that we cannot agree a resolution.

Referring your complaint to ADR is free for you. The ADR scheme's decision is binding on us if you accept it, but you do not have to accept it and you keep the right to take other action. We will give you the details of the ADR scheme in our deadlock letter, and at any time on request.

More information about ADR is available on Ofcom's website. Ofcom does not resolve individual complaints, but it uses the information it receives to monitor providers.

6. Help making a complaint

If you need help making a complaint, or need this code or our correspondence in a different format such as large print, please let us know and we will make reasonable adjustments. You can ask someone else to make or handle a complaint on your behalf, such as a colleague, a friend or an adviser, as long as you tell us that you have authorised them to act for you.

7. Records and your information

We keep a record of every complaint, and of how it was resolved, for 6 years after it is closed. We use these records to deal with your complaint, to spot recurring problems and to meet our regulatory obligations. Our Privacy Policy explains how we handle personal information.

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