Our mission is to provide the best ISP service in the UK. We take pride in the reliability of our service provision and the maintenance of high quality customer support in every department.
To ensure that any complaints can be fully investigated and resolved satisfactorily, we have a clearly defined procedure that is readily available to all customers as follows:
Step 1
In the first instance, we ask that you contact a member of staff in the most relevant department to your complaint.
- If your complaint is related to billing, you should contact our Billing team;
- If your complaint is related to technical support, you should contact the Technical Support team;
- If the complaint is more general, you should contact Customer Services.
Our Contact Us page lists the contact numbers for our customer facing departments.
An adviser will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly. If the complaint can't be dealt with by the department you initially contact they will transfer your complaint to the appropriate department.
Step 2
In most cases, no further action will be necessary. However, if the adviser is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the department's team leader, who will contact you within one hour and undertake further investigation. The team leader will then report back to you within 24 hours.
Step 3
If you are not satisfied with the resolution or explanation provided you can make a further written complaint to the relevant department's manager who will respond in writing within 8 working days of receipt.
Step 4
If you are not satisfied with the department manager's response you should make a further written complaint to the corresponding Operations Manager or Financial Controller who will respond in writing within 10 working days of receipt.
Step 5
In the event that all the above procedures have been followed and completed without getting an acceptable response or proposed resolution, the manager will provide the necessary instructions to enable a written complaint to be made to the Managing Director who will respond in writing within 20 working days of receipt.
Step 6
If you are not satisfied with the terms of any proposed resolution or explanation contained in the reply sent to you by Zen Internet's Managing Director, you will have the option of raising a case with CISAS (Communications and Internet Services Adjudication Scheme) who will act as independent arbitrator.
To initiate this procedure, you should contact CISAS directly as per the details below: 
CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Telephone: 020 7520 3827
Fax: 020 7520 3829
E-mail: info@cisas.org.uk
If you have any queries about our formal complaints procedures, please contact our Customer Services Team on 0845 058 9000, or by e-mail at customerservices@zen.co.uk, or otherwise by writing to:
Customer Services
Zen Internet
Sandbrook Park
Sandbrook Way
Rochdale
OL11 1RY