Complaints

How we'll put things right

We aim to resolve your complaint at each stage of our complaints process. Where that’s not possible it can be escalated to the next level. You can also find more information about how we handle complaints in our Complaints Code of Practice

Step 1

In the first instance, please contact a member of staff in the department most relevant to your complaint. Our teams are able to deal with customer complaints and will do everything they can to resolve your issue.

Our contact us page lists the contact details for our customer facing teams, if you're unsure which department you need please call us on 01706 902000.

An advisor will take all the relevant information regarding your complaint, investigate it thoroughly and, where possible, resolve the issue.

Step 2

If you're not happy with our progress, you have the option to escalate your complaint further. You can ask your case handler to pass your complaint to our complaints team, or you can reach them directly at complaints@zen.co.uk

If you'd prefer to put pen to paper, you can write to our team at:

Customer Complaints Team, Zen Internet, Sandbrook Park, OL11 1RY

Please ensure that your issue has been raised with our frontline team first before escalating.

Step 3

If we're unable to resolve your complaint to your satisfaction within eight weeks of you making us aware, or when deadlock has been reached, you have the right to take your complaint to ADR (Alternative Dispute Resolution).