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Customer Service Plan
If you feel that any part of our service is failing to deliver to your required standards, please refer to the escalation process 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.
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 12: Complaints contact information
Level |
Name |
Contact Details |
Notes |
For Updates |
|
Please wait at least 7 working days before emailing for an update |
|
1st level Escalation |
Escalation Manager |
Escalation Manager |
|
2nd level Escalation
|
Jo Wade |
Senior Manager |
|
3rdlevel Escalation |
Alex Nguyen-Xuan |
Head of customer service |