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Complaints

From time-to-time things don't go to plan and despite our very best efforts things go wrong. If they do, we want to hear about it to ensure that your problem is resolved as soon as possible - please get in touch with us straight away in any of the following ways:
 
Email
If you wish to email us your complaint, please email wificomplaints@bskyb.com

For any other issue you wish to get in touch about, visit our Contact Us page and choose the topic you wish to email us about.
 
Write to us
Alternatively, you can write to us at the following address:
The Cloud Networks Limited
3rd Floor
4 Victoria Square
Victoria Street
St Albans
Hertfordshire
AL1 3TF

What can you expect once you have registered your complaint?
At the Cloud we will do all we can to provide you with the most suitable response specific to your particular situation and to ensure, where possible, that your complaint is resolved to your satisfaction.

If you call us, our advisors will ask you about the nature of your complaint. We will take into account all the points you raise and the details we hold in our records and seek to resolve the problem while you are on the line. If your complaint requires specialist knowledge, we will transfer you to a specialist advisor with the right expertise to resolve it. If we are unable to resolve your complaint while you are on the line, we will inform you of how long it is expected to take to resolve and agree when and how we will keep you updated.

If you contact us by letter or by email we will review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We will ensure that your complaint is investigated by the person in the company that is best placed to resolve your complaint. We will normally get back to you by phone, but if this is not possible, we will respond in writing.

We will do all we can to resolve your complaint as soon as possible. If your complaint is of an urgent nature, for example, if you are experiencing a loss of service, we will prioritise as appropriate and escalate your complaint.

We aim to respond to your complaint and agree a resolution within 10 days. Some complaints by their very nature, however, may take longer than others to resolve, particularly if they have technical complexity. If we have been unable to agree the resolution of your complaint within this timeline we will contact you. We will keep you informed of progress in a way that best suits you and at a time that is convenient for you.

What can you do if you are unhappy with our response?
We hope to resolve every complaint promptly and to your satisfaction. But if for any reason you are not fully satisfied with our response, please tell us and let us know where you think further attention is required. We can then review your complaint, and our response, and can escalate the complaint within the company. We will let you know if anything else can be done to resolve your complaint and we will inform you of how long it is expected to take to resolve. We will keep you informed of progress and any changes.

Complaints about Wi-Fi from the Cloud for small business customers or end users
If you are an end user of our services or a  small business customer (having no more than 10 individuals working for you) and we have not resolved your complaint to your satisfaction after eight weeks from when you first made your complaint to the Cloud,  or if you have received a letter from us saying that your complaint has reached "deadlock" as there is nothing more we can do to resolve your complaint, you have the right to take your complaint to Ombudsman Services: Communications,  an independent alternative dispute resolution scheme. Ombudsman Services: Communications will investigate your complaint and if it decides that your complaint is justified, the Cloud will act on any decision it makes and put things right for you.

If your complaint remains unresolved after 8 weeks we will send you a written reminder of your right to go to Ombudsman Services: Communications.  We will also send you a deadlock letter on your request, unless there are further steps we can take to resolve your complaint in a timely manner.  (However, we will not send you a reminder or issue you a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme.)

Ombudsman Services: Communications can be contacted in any of the following ways:

By post:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

By Telephone:  0330 4401614 or 01925 430 049
By Fax:  0330 440 1615 or 01925 430 059
By e-mail:  enquiries@os-communications.org
Visit the website:  http://www.ombudsman-services.org/communications.html
 
 
Obtaining a copy of this Cloud Customer Complaints Code in another form
Printed copies of this Cloud Customer Complaints Code are available on request and free of charge by contacting us on the details above. It is also available in large print, audio and braille by contacting us by email at: accessibility@bskyb.com

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