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How do I make a complaint?

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We take all complaints very seriously and we'll do everything we can to fix the issue you're unhappy with as quickly and effectively as possible. Your complaints give us a chance to put things right and help us improve our service to all our customers, you can raise a complaint with us via live chat. If we're unable to resolve your complaint within the agreed timescales you can contact CISAS, an independent dispute resolution provider. 

We're committed to helping all customers contact us easily. If you can't send a complaint to us yourself, you can nominate someone to do it for you. If needed you can set up a Nominated User for your account so that someone else can make the complaint on your behalf, you'll need to contact us first to request a Nominated User Form and once received, will be updated on your account within 28 days.

 

If you require a copy of our complaints procedure in an alternative format, such as Braille, large print and on audio CD please get in touch with us to request a copy on 0345 172 0088, free from a TalkTalk phone.

 

Raising your complaint

Our customer service advisors are trained to deal with customer complaints and will do everything they can to resolve your issue. Unfortunately, the worldwide impact of Covid-19 means we have a reduced team available to respond to your queries however we'd recommend that you can raise your complaint via live chat, if we're unable to resolve your complaint within the agreed timescales you can contact CISAS, an independent dispute resolution provider. 

  

You can raise your complaint with one of our chat agents, available between 8am and 7pm, 7 days a week, 365 days a year:

 

 

Calling us is the best way for you to raise your complaint, as it's the quickest way to get through to us. Depending on the nature of your complaint, please call one of the numbers listed below:

  • For complaints about your TV, landline or broadband service (including fibre and UFO) call 0345 172 0088 
  • For complaints about your TalkTalk Mobile service call 0345 172 0044

Free from your TalkTalk phone, calls from non-TalkTalk lines charged at 3ppm plus your
phone company's access charge. If you’re hearing or speech-impaired, you can contact us using the Next Generation Text Relay service or the Text Relay Service.  To do this dial 18001 before calling  0345 1720088, from a text relay phone

 

You can email your complaint to concerns@talktalkplc.com and we'll try to reply within 72 hours, when you email us please include:

  • Your full name

  • Your TalkTalk phone or mobile number

And one of the following:

  • The 3rd & 6th characters of the password we ask for when you speak to Customer Services

  • The last 4 digits of the bank account number or payment card you use to pay for your service

  • Your TalkTalk account number

  • Personal security answer provided when you set up your TalkTalk account

 

If you'd like to write to us, please address your letter to:

TalkTalk (TTR)
PO Box 675
Salford
M5 0NL

To help us deal with your query quickly, please confirm the following information.

  • Your full name

  • Your TalkTalk phone or mobile number

  • Your signature

And one of the following:

  • The 3rd & 6th characters of the password we ask for when you speak to Customer Services

  • The last 4 digits of the bank account number or payment card you use to pay for your service

  • Your TalkTalk account number

  • Personal security answer provided when you step up your TalkTalk account

We will aim to respond to your query in 10 days. All letters will be sent to the primary billing address unless stated otherwise. Please also include the best way to contact you about your query, such as your contact phone number or contact address.

 

 

 If you're still unhappy with our response?

If you're not satisfied with our initial response, please ask to speak to a manager. If a manager is not available, we'll try to contact you within three working days.

If you are still not satisfied after speaking to a manager, you can ask the manager to escalate your complaint to our CEO's office. Please give the manager the opportunity to resolve your complaint first before contacting the CEO's office. You can also send your complaint directly by post to the address below.


Head of Complaints - CEO's Office TalkTalk (CEO)
PO Box 672
Salford 
M5 0NG

 

The CEO's office tries to respond to every complaint within five working days of receipt. You will be assigned a dedicated person to take care of your complaint and keep you fully updated. If you are still not satisfied after speaking with the CEO's office, you can:

Please remember that CISAS will not accept cases that are less than 8 weeks old unless you have received a deadlock letter from the CEO's office, which means there is nothing further we can do to resolve your complaint. You can contact them using these details:

 

You can submit your complaint to the European Commission’s Online Dispute Resolution Platform at the following address: http://ec.europa.eu/consumers/odr/. This website sets out further details about the ODR platform and how it works.

 

Our Complaints Code

Please take a look at our complaints code to find all the details on making a complaint to us and what happens next.

Speed Issues? 

You can use our broadband speed check-up to check your current speeds and get tips and advice for improving them.

  

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