Sky Business Complaints Code of Practice

 

From time to time things don’t go to plan and despite our very best efforts things do go wrong. If they do, we want to hear about it to ensure that your problem with your Sky Business TV, WiFi or Broadband service is resolved as soon as possible. 

 

If you should have cause to complain, please contact us by any of the following means:

 

 - email us at sb2b@sky.uk (Independent Outlets) or sb2b@sky.uk (Group Customers);

 

 - write to us at Sky Business, PO Box 1805, Freepost SCO3501, Livingston, West Lothian, EH54 0BR; or

 

 - call 08448 244 244 (Independent Outlets) or 08442 411 611 (Group Customers)

 

 - email us at wificomplaints@sky.uk (Cloud WIFI); or

 

 - write to us at Sky for Business ,Sky 1, Macintosh Road, Kirkton Campus, PO Box 1805 | Livingston | West Lothian | EH54 7BN

 

What can you expect once you have registered a complaint?

At Sky we will do all we can to provide you with the most suitable response specific to your particular situation and to ensure, where possible, that your complaint is resolved to your satisfaction.

If you call us, our advisors will ask you about the nature of your complaint. We will take into account all the points you raise and the details we hold in our records and seek to resolve the problem while you are on the line. If your complaint requires specialist knowledge, we will transfer you to a specialist advisor with the right expertise to resolve it. If we are unable to resolve your complaint while you are on the line, we will inform you of how long it is expected to take to resolve and agree when and how we will keep you updated.

If you contact us by letter or by email, we will review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We will ensure that your complaint is investigated by the person in the company that is best placed to resolve your complaint. We will normally get back to you by phone, but if this is not possible, we will respond in writing.

We will do all we can to resolve your complaint as soon as possible. If your complaint is of an urgent nature, for example, if you are experiencing a loss of service, we will prioritise as appropriate and escalate your complaint.

We aim to respond to your complaint and agree a resolution within 10 days. Some complaints by their very nature, however, may take longer than others to resolve, particularly if they have technical complexity. If we have been unable to agree the resolution of your complaint within this timeline we will contact you. We will keep you informed of progress in a way that best suits you and at a time that is convenient for you.

 

What can you do if you are unhappy with our response?

We hope to resolve every complaint promptly and to your satisfaction. But if for any reason you are not fully satisfied with our response, please tell us and let us know where you think further attention is required. We can then review your complaint, and our response, and can escalate it within the company. We will let you know if anything else can be done to resolve your complaint and we will inform you of how long it is expected to take to resolve. We will keep you informed of progress and any changes.

 

Complaints about Sky Business TV, WiFi or Broadband Services from small business customers

If you are a small business customer (having no more than 10 individuals working for you which include volunteers) and we have not resolved your complaint in relation to your Sky Business TV, WiFi or Broadband services to your satisfaction after 8 weeks from when you first made your complaint to us, or if you have received a letter from us saying that your complaint has reached "deadlock" as there is nothing more we can do to resolve your complaint, you have the right to take your complaint about Sky Business to the Communications and Internet Services Adjudication Scheme (“CISAS”), an independent alternative dispute resolution scheme. CISAS will review your complaint and if it decides that your complaint is justified, Sky will act on any decision it makes and put things right for you.

If your Sky Business TV, WiFi, or Broadband complaint remains unresolved after 8 weeks we will send you a written reminder of your right to go to CISAS. We will also send you a deadlock letter on your request, unless there are further steps we can take to resolve your complaint in a timely manner (however, we will not send you a reminder or issue you a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme).

CISAS can be contacted in any of the following ways:

 

By post:

Communications and Internet Services Adjudication Scheme,

Centre for Effective Dispute Resolution,

70 Fleet Street, London EC4Y 1 EU

 

By Telephone: 0207 520 3827

By Fax: 0845 1308 117

By e-mail: cisas@cedr.com

Visit the website: www.cedr.com/cisas

 

Obtaining a copy of this Sky Business Complaints Code of Practice in another form

Printed copies of this Sky Business Complaints Code of Practice are available on request and free of charge by contacting us on the details above. It is also available in large print, audio and braille by contacting us by email at: groupadmin@sky.uk

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