Complaints

We’re sorry if something has gone wrong. We want to put it right as quickly as possible.

How to complain

• Call us on 0333 004 0180 (Monday to Friday 8:30am–5:30pm. Faults can be reported 24/7.)
• Email home@exeltelhome.co.uk
• Raise a ticket in your account
• Write to: Complaints, Exeltel for Home, Hyde Park House, Cartwright Street, Hyde, SK14 4EH

Complaints are free to make, and you can ask someone else to complain on your behalf. If you need help — for example large print or a different format — just ask.

What happens next

• We’ll acknowledge your complaint within 2 working days.
• We aim to resolve most complaints within 10 working days, and we’ll keep you updated.
• If you’re not happy with our answer, you can ask for it to be looked at by a manager.

Independent help (ADR)

If we can’t resolve your complaint within 8 weeks, or we write to you saying we can’t agree (a “deadlock letter”), you can take it to our independent ombudsman (ADR) scheme — details on request. It’s free and independent, and we must follow its decision if you accept it.

Automatic compensation

If your broadband or home phone stops working, a repair is delayed, or an engineer misses an appointment, you may be entitled to compensation. Please contact us.