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Raising a complaint

We take all complaints very seriously and our trained advisors will do everything they can to resolve your issue as quickly and effectively as possible. Your complaints give us a chance to put things right and help us improve our service for 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 User 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.

 

You can complain by email by contacting us at HereToHelp@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. 
In your email, 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) first line of address and postcode on the account; or
   (D) your TalkTalk account number.

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) 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

 

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 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.

 

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:

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.

  

Raising your complaint

You can raise your complaint via chat. Available Monday - Saturday between 9am - 5:30pm (Wednesdays 9:30am - 5:30pm).

 

Alternatively, you can speak to us on 0345 172 0088. Our customer service advisors are trained to deal with customer complaints and will do everything they can to resolve your issue. 

If we're unable to resolve your complaint within the agreed timescales you can contact CISAS, an independent dispute resolution provider. 

 

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If you require a copy of our complaints code in an alternative format, such as Braille, large print, audio CD or coloured paper, get support and chat with us in the PLUS app. Download the app to contact us.

You can complain by email by contacting us at HereToHelp@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. 
In your email, 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 mobile 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) first line of address and postcode on the account; or
   (D) your TalkTalk account number.

If you're unable to contact us via live chat on the TalkTalk PLUS App or by email, please call us on 0345 172 0088. Free from any TalkTalk landline. Calls from non-TalkTalk lines are 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.

 

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 mobile number
  • Your signature

And one of the following:

  • The last 4 digits of the bank account number 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 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.

 

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:

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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