Company Process & Information

Here, you can find important information about our processes, including our faults handling procedure, our data services fair use policy, our complaints procedure and how we prevent 'telephone slamming'.

Telephone slamming

Customer Transfer Preference Policy

The practice of ‘slamming’ is an extreme form of miss-selling when your telephone or broadband services are switched – or attempted to be switched - without your knowledge or consent. Here, we explain what we do to prevent this from happening to our customers. Find out more...

Fault reporting

Fault handling procedure

This document provides details of our fault reporting arrangements, including reception, investigation, identification and resolution of all service faults. Find out more...

fair data use

Data Services Fair Use Policy

Our Fair Use Policy is intended to help protect our customers, and the Internet community, from the inappropriate use of the Internet. It sets out the rules which apply to the use of our internet connection services including your responsibilities, and permitted and prohibited uses of those services. Find out more...


Complaints policy

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. When they do, we want to know so that we can put them right as soon as possible. Find out more...