Raising a complaint

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We take all complaints very seriously and we'll do everything we can to resolve any concerns 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 either need to download a Nominated Used Form through My Account or contact us to request that one be sent to you. Once you've filled it in and returned it to us, we will update this on your account within 28 days of receiving the completed form.

If you require a copy of our complaints procedure in an alternative format, such as Braille, large print, audio CD or coloured paper 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. We'd recommend that you raise your complaint via live chat. Alternatively, you can speak to us on 0345 172 0088. If we're unable to resolve your complaint within the agreed timescales you can contact CISAS, an independent dispute resolution provider. 

Chat to us

You can raise your complaint with one of our chat agents, available 7 days a week, 365 days a year. Select the topic/team you would like to raise your complaint against when prompted.

Call us 

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 3p per minute 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

Send a letter

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

If you chose to write to us, your letter will be given to one of our specialist agents who will always attempt to contact you by telephone to resolve your query.

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 immediately, they'll try to contact you within three working days.

Contact CISAS to independently review your complaint

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:

• Web: www.cedr.com/consumer/cisas/
• Phone: 020 7520 3814
• Textphone: 020 7520 3767
• Email: cisas@cedr.com
• Address:
  CISAS,
  100 St Paul’s Churchyard,
  London,
  EC4M 8BU

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.

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Complaints Code

1              INTRODUCTION

1.1          This is our Customer Complaints Code and it was last updated on 7 December 2021.

1.2          At TalkTalk, we take complaints very seriously. 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 to all our customers.

1.3          TalkTalk is a signatory to the industry automatic compensation scheme. For more information, please see About your auto compensation credit - TalkTalk Help & Support.

2             HOW YOU CAN MAKE A COMPLAINT

2.1          Our customer service advisors are trained to deal with customer complaints and should be the first people you contact. They will always attempt to resolve your complaint on the first contact, however, if this is not possible, we will make you aware of the reasons why and will set timescales for your complaint to be resolved.

You can contact an advisor using any of the following methods:

(a)          By live chat

Our live chat teams are available Monday – Friday between 9am & 9pm, Saturday 9am & 7pm and Sunday 9am & 6pm, and are the best way for you to contact us. Please visit our Contact Us page select the topic you’d like to discuss with us and we’ll give you the option of chatting online to one of our specially trained Live Chat agents.

b)            By phone

If you’d prefer to speak to one of our team, our Customer Service agents are available Monday to Friday between 9am & 7pm, and Saturday 9am & 6pm. Depending on the nature of your query, please call one of the numbers listed below:

• for complaints about your TV, phone line or broadband (including fibre and UFO) service, call 0345 172 0088 (free from any TalkTalk landline); and
• for complaints about your mobile service, call 0345 172 0044 (free from any TalkTalk mobile). Call charges from other providers will vary and calls from mobiles will cost substantially more.

 (c)          By post

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

TalkTalk Correspondence Dept.
PO Box 675
Salford
M5 0NL

In your letter, please include the following information as it will help us investigate your complaint more effectively:

(i)            your name;
(ii)           the date the problem occurred;
(iii)          your TalkTalk home telephone number;
(iv)          the names of any customer service advisors or managers you may have dealt with;
(v)           a description of your complaint; and
(vi)          any one of the following:

(A)          the 3rd and 6th characters of your TalkTalk account password;
(B)          the answer to your personal security question;
(C)          the last 4 digits of the bank account or card number you use to
              pay your TalkTalk bill; or
(D)          your TalkTalk account number.

(d)          By email

You can complain by email by contacting us at concerns@talktalkplc.com. Depending on the nature of your complaint, we may need you to call us for us to better understand and resolve your issue. Please include the information noted in paragraph 2.1(c) above.

If you choose to write to us, your letter will be given to one of our specialist agents who will always try to contact you by telephone to resolve your query.

3             IF YOU NEED SPECIFIC HELP

3.1          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 you've set up a nominated user for your account by completing and returning a Nominated User Application Form, the nominated person can make the complaint on your behalf. Otherwise, you can ask someone else to make the complaint for you. However, when they contact us, we will first need you to verify that you are happy with this.

3.2          If you’re deaf or speech-impaired, you can contact us using the Next Generation Text Relay service. To do this, dial 18001 before calling 0345 172 0088 from a text relay phone.

3.3          If you require a copy of our Customer Complaints Code in an alternative format, we can also supply it in braille, large print, coloured paper options and on audio CD. To request a copy in one of these formats, please call 0345 172 0088 (free from a TalkTalk landline).

4             HOW WE’LL INVESTIGATE YOUR COMPLAINT

4.1          If you contact us by:

(a)           live chat or phone, we’ll find out more about your complaint, review any details we hold about you on our systems and try our best to resolve your issue whilst you’re chatting to our advisor. If our advisor is unable to resolve your complaint whilst you’re chatting, we’ll explain why, tell you how long we think it’ll take to fully resolve your complaint and explain how we’ll keep you updated; or 

(b)          letter, we’ll review your complaint in full taking into account any details we hold about you in our systems. Your complaint will then be passed to the most suitable department who will try to resolve your complaint. We’ll normally respond by phone, unless this isn’t possible, in which case we’ll write to you.

4.2          We’ll do all we can to resolve your complaint as fast as possible and will ensure that any service affecting issues are treated as priorities.

4.3          We aim to respond to complaints within 10 working days; however, this may not always be possible depending on the nature of your complaint. We’ll let you know if this is the case.

5             IF YOU’RE STILL NOT SATISFIED

5.1          If you're not satisfied with our initial response to your complaint, please ask to speak to a manager. If a manager is not available immediately, they will try to contact you within 3 working days.

5.2          If you are still not satisfied after speaking to a manager, you can ask the Communications and Internet Services Adjudication Scheme (CISAS) to independently review your complaint.

Please note, 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 CISAS using these details:

Web:                     www.cedr.com/consumer/cisas/
Email:                    cisas@cedr.com
Post:                      CISAS
                                  100 St Paul’s Churchyard
                                  London
                                  EC4M 8BU
Telephone:     020 7520 3814

You can also download a copy of our Customer Complaints Code PDF 135k

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