Complaints
If something isn't right, tell us. We'll fix it if we can, and if we can't, we'll tell you where to go next.
How to complain
Email us at complaints@suninternet.co.uk. That is currently the only channel — we are a tiny team and we read every message.
Please include:
- Your full name and account reference (if you have one)
- A clear description of the problem
- What you'd like us to do about it
What happens next
- We acknowledge your complaint within 2 working days.
- We aim to resolve it within 10 working days.
- If it is complex (a fault investigation or an escalation to our supplier), we will keep you updated at least once a week until it is resolved.
- If you are not satisfied with our response, we will review it internally and provide a final written response.
If you're still not satisfied
If we have been unable to resolve your complaint within 8 weeks, or if we both agree that the complaint has reached deadlock earlier, we will issue a deadlock letter and direct you to our Alternative Dispute Resolution (ADR) scheme.
We have not yet joined an ADR scheme — this will be in place before we begin serving customers. ADR membership is mandatory under Ofcom General Conditions.
Our obligations
This procedure complies with Ofcom's General Conditions of Entitlement. We are required to:
- Have a published, transparent complaints process
- Acknowledge complaints promptly
- Provide clear timeframes for resolution
- Belong to an approved ADR scheme and tell you about it
- Offer a deadlock letter if we can't resolve things