At Giant Communications, customer satisfaction sits at the heart of everything we do. We take complaints seriously and view them as an opportunity to put things right and continually improve the way we deliver our services.
We aim to resolve any concerns quickly, fairly, and with as little disruption to you as possible.
We operate in line with the regulatory framework set by Ofcom and industry best practices.
If you’re unhappy with any aspect of our service, please contact us as soon as you become aware of the issue.
You can reach us via:
Phone
Our support team will:
Discuss the issue with you
Review your service or connection
Take immediate steps where possible to resolve the problem
Many issues can be resolved straight away during this first contact.
If we cannot resolve your issue immediately, we may ask you to submit your complaint in writing so there is a clear record for both you and us.
Written complaints should include:
Your full name
Service delivery address
Preferred contact details
Date the issue started or occurred
A clear description of the problem
This helps us investigate thoroughly and efficiently.
We will log your complaint formally and handle it in line with our internal complaints process and relevant Ofcom guidance.
Once your complaint is logged:
We will review it fully and fairly
We will keep you updated on progress
We will aim to resolve the issue as quickly as possible
Urgent complaints will be prioritised
We may request further information or evidence where needed. This will always be done using your preferred contact method.
If a site visit is required to investigate a service issue, we aim to arrange this within 7 days of the complaint being logged, where reasonably practicable.
If your complaint remains unresolved, or you feel our final response is unsatisfactory, you may refer the matter to the Communications Ombudsman for independent review.
You can do this if:
Eight weeks have passed since you first raised your complaint with us, or
We issue a deadlock letter confirming we cannot reach an agreement
Communications Ombudsman contact details:
Phone: 0333 044 0164
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU
Email: [email protected]
Ofcom is the UK communications regulator. While Ofcom does not handle individual complaints, they monitor complaint trends and ensure providers follow industry rules.
If you believe there has been a serious regulatory issue, you can contact Ofcom directly via their website.
We are committed to:
✔ Treating all complaints seriously
✔ Handling issues fairly and professionally
✔ Learning from feedback
✔ Continuously improving our services
Your feedback genuinely helps us get better.
