Got a complaint?

Sometimes things go wrong. If they do, we want to hear about it so we can put things right.

Email us

You can send your complaint by email to wificomplaints@sky.uk

Write to us

Prefer to write? Mail your complaint to the following address:

The Cloud Networks Limited
3rd Floor
4 Victoria Square
Victoria Street
St Albans
Hertfordshire
AL1 3TF

What happens next?

We will do all we can to respond and resolve your complaint within 10 days, however it may take longer if the complaint involves technical complexity. If we’ve been unable to agree a resolution for your complaint within this timeframe we’ll contact you and keep you informed of the progress of your complaint in a way that best suits you and at a time that’s convenient to you.

If you would like to find out more about how we deal with complaints our complaints handling procedure is set out in Sky’s Customer Complaints Code which can be found on our website. If you require a printed version of this Code (or a version in large print, audio, or braille) please contact accessiblecustomerservice@sky.uk and we will provide this to you.

What can I do if I’m unhappy with your response?

If for any reason you’re not fully satisfied with our response, please let us know. We’ll then review your complaint and our response, before escalating it further.

If we’ve not resolved your complaint after eight weeks, or if your complaint has reached "deadlock" such that there is nothing more The Cloud can do, you can contact Ombudsman Services: Communications – an independent alternative dispute resolution scheme.

We will send you a written reminder of your right to have the complaint dealt with by the Ombudsman Service if your complaint remains unresolved after eight weeks. If your complaint has reached “deadlock” you may request a letter confirming this. However please note The Cloud will not send a reminder or a letter if your complain is considered by The Cloud to be vexatious or outside the jurisdiction of the scheme.

The Ombudsman Service 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.

You can contact them in the following ways:

By post: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
By phone: 0330 4401614 or 01925 430 049
By fax: 0330 440 1615 or 01925 430 059
By email: enquiries@os-communications.org

Alternative dispute resolution services are available and you can find details of these in Sky’s Customer Complaints Code.

Need an accessible copy of our Complaints Code?

If you require a printed version of this Code (or a version in large print, audio, or braille) please contact accessiblecustomerservice@sky.uk and we will provide this to you.