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How do i make a complaint ?

Reply
StephenF
Community Manager

At TalkTalk, we take every complaint very seriously and can assure you we’ll try to fix anything you’re unhappy with as quickly and effectively as we can. Your complaints give us a chance to put things right, and help us improve our service for other customers in the future.

How do I make a complaint?
Our customer service teams are trained to resolve all types of customer complaints as soon as they become aware of them, and they should be the first people you contact. If there’s anything you’re not happy with, you can contact our team in the following ways, and we'll attempt to resolve your complaint as quickly as possible:

 

Live Chat 

Use our contact us page and click the chat now button.


Phone
For complaints about your landline and broadband service call 0345 172 0088 (free from any TalkTalk landline) and for those regarding TalkTalk Mobile, call 0345 172 0044  (free from any TalkTalk mobile). Call charges from other providers will vary and calls from mobiles will cost substantially more. Lines are open during the following hours:

Monday to Friday 8am–8pm
Saturday 9am–6pm
Sunday and bank holidays 10am–5pm

Phone is the best way of making a complaint, as we can log it immediately and it is the quickest way to get through to us.

Email
Email complaints should be sent to concerns@talktalkplc.com We aim to reply to every complaint we receive via email within 3 working days.

 

When you Email us please include the following:

Your full name.

The 3rd and 6th characters of your security password (you can set this up via My Account)

Your TalkTalk account number.

Post
Please write to:
Customer relations department
TalkTalk Group
P.O. Box 346, Southampton, SO30 2PW

We aim to reply to every letter we receive within 10 working days of receipt.

What information do I need to include?
Please include the following information to help us investigate your issue fully:
• The date the problem occurred
• The names of any representatives or team managers you may have dealt with
• The nature and reason for your contacting us. 
• Your full name and full address including postcode
• Your account number, telephone number and email address

How can I take the matter further?
1. If you don’t feel your complaint has been resolved, after speaking to one of our customer service team, please ask to speak to a manager who will fully investigate your complaint and do everything they can to reply to you within 3 working days. We hope that your problem has been sorted out at that point.

2. If you are still not satisfied after speaking to a manager, you can request to raise a formal complaint to our CEO's office . You can also send it directly by post to the address below but you need to give a team manager the opportunity to resolve your complaint first before contacting the CEO’s office:

Head of Complaints- CEO’s Office
TalkTalk Group
P.O. Box 344, Unit 19, Southampton, SO30 2NP


The CEO’s office aim to reply to every complaint we receive by post to this address within 10 working days from receipt of the complaint and you will be assigned a dedicated manager who will take ownership your complaint and keep you fully updated.

3. If you are still not satisfied after speaking with the CEO’s office, you can ask the telecommunications ombudsman (Ombudsmen services)  to independently review your complaint, They will not look at your case untill your complaint is more then 8 weeks old, you can only ask them to intervene after that time, or if you have received a deadlock letter from the CEO’s office which means that there is nothing further we can do to resolve your complaint. To find out more about Ombudsman Service: Communications
Web: www.ombudsman-services.org/communications.html
Phone: 0845 050 1614
Textphone: 0845 051 1513
Email: enquiries@os-communications.org

4. You can also get free advice on your consumer rights from the citizen’s advice bureau (CAB),
consumer advice centre, local authority trading standards or consumer protection
department. You’ll find their numbers in the local telephone directory.

Service for customers who are vulnerable or who may need specific help

We’re fully committed to helping all of our customers contact us easily.
1. If your circumstances mean you are unable to raise a complaint to us yourself you can
nominate someone to contact us on your behalf. When they contact us, we will get in touch
with you to verify that you are happy with this.
2. For customers who are deaf or speech-impaired, you can contact us using the Text Relay
service by dialling 18001 before calling 0345 172 0088
3. If you require a copy of our code of practice in an alternative format we can also supply it in
braille, large print and on audio CD. To request a copy in one of these formats, please call
0345 172 0088.

 

Hope this helps, and we hope that you get the resolution that you want. Any questions please feel free to start a topic in the relevant section on our community

 

Thanks.