Dark Fibre - version 05

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If you feel that any part of our service is failing to deliver to your required standards, please use the escalation process described in section 5 above, to let us know. Please remember the escalation process should be used for any live, open service issues, such as orders and faults.

Only if your complaint doesn’t involve a live order then please follow instructions below on how to submit a complaint.

1.1      How to submit a complaint

You can submit a complaint via email to fnd.complaints@openreach.co.uk. Please provide as much detail as possible, including your circuit/order ID, any previous case reference numbers given when you’ve contacted us and any relevant, previous correspondence with Openreach on this issue.

What to expect from Openreach:

• You’ll receive an acknowledgement e-mail followed by a further e-mail with a case reference number. We’ll also keep you updated throughout the progress on your complaint.
• After submitting your complaint via the portal, we’ll aim to get back to you within 7 working days.
• If you’re not happy with the response to your complaint, we have provided contact details of the team below that will be able to help you. Don’t forget to include your complaints reference number. 

Table 10: Complaints contact information