TalkTalk Help

At TalkTalk we take every complaint very seriously. They give us a chance to put things right and help us improve our service to you and to other customers in the future.

So we want to hear  from you  if you are not happy with your service. We'll try to rectify anything you're unhappy with as quickly and effectively as we can.

• How do I make a complaint? 
• What information do I need to include? 
• How can I take the matter further? 
• How do I contact the ombudsman?
• Who can make a complaint? 

How do I make a complaint?

Our customer service advisors are trained to resolve customer complaints as soon as they become aware of them and should be the first people you contact. If you have a complaint you can contact us in the following ways:

Phone

For complaints about your landline and broadband service call 0870 444 1820 (free from any TalkTalk landline) and for TalkTalk Mobile, call 0870 087 8751(free from any TalkTalk mobile).

Phone is the best way of making a complaint as we can log it immediately and it is the quickest way to get through to us.

Email

Email complaints should be sent through our website form. We aim to reply to every complaint we receive via the email form within 7 working days

Post

Please write to:

Customer relations department
TalkTalk Group
P.O. Box 360
Southampton
SO30 2NP

We aim to reply to every complaint we receive by post to this address within 7 working days from receipt of the complaint.

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What information do I need to include?

To investigate a complaint fully we will need you to provide some information.  It would be of use if you could advise:

• The date the problem occurred
• The names of any representatives or team managers you may have dealt with
• The nature and reason for your complaint

For data protection reasons we will also need you to confirm:

• Your name
• Your Telephone number

and one of the following:-

• Last 4 digits of the bank account number or payment card you use to pay for your service
• 3rd & 6th character of password
• Account Number
• Personal Security Question Answer

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How can I take the matter further?

If you don't feel your complaint has been resolved after speaking to one of our customer service advisors, please ask to speak to a team manager. The team manager will deal with your complaint and will then aim to contact you within 2 working days.

If you are still not satisfied after speaking to a team manager, you may ask the team manager to escalate your complaint to our CEO's office. Please give a team manager the opportunity to resolve your complaint first before contacting the CEO's office.

The CEO's office aim to respond to every complaint we receive within 5 working days from receipt of the complaint. You will be assigned a dedicated person who will own your complaint and keep you fully updated.   If you wish to contact the CEOs office you can write to:

Head of Complaints- CEO's Office
TalkTalk Group
P.O. Box 344
Unit 19
Southampton
SO30 2NP

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How do I contact the Ombudsman?

If you are still not satisfied after speaking with the CEO's office, you can ask the telecommunications ombudsman, Ombudsman Service: Communication to independently review your complaint. Ombudsman Service: Communication will not look at cases that are less than 8 weeks old unless you have received a deadlock letter from the CEO's office which means that there is nothing further we can do to resolve your complaint. To find out more about Ombudsman Service: Communication:

Web: www.ombudsman-services.org/communications.html

Phone: 0845 050 1614
Textphone: 0845 051 1513
Email: enquiries@os-communications.org

You can also get free advice on your consumer rights from the citizen's advice bureau (CAB), consumer advice centre, local authority trading standards or consumer protection department. You'll find their numbers in the local telephone directory.
Service for customers who are vulnerable or who may need specific help.

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Who can make a complaint?

Generally we will need to speak to the named account holder.  If your circumstances mean you are unable to raise a complaint to us yourself you can nominate someone to contact us on your behalf. When they contact us, we will get in touch with you to verify that you are happy with this.

The complaints process can be viewed in full in the code of practice.

If you require a copy of our code of practice in an alternative format we can also supply it in braille, large print and on audio CD. To request a copy in one of these formats, please call 0870 444 1820.

For customers who are deaf or speech-impaired, you can contact us using the Text Relay service by dialling 18001 before calling  0870 444 1820 from a text relay phone.

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