GigaRadio – Customer Complaints Code

At GigaRadio, we want to make it easy for you to tell us when something's gone wrong. We are committed to providing personal and helpful customer support, and if you are unhappy with any part of our service, we will do our best to put things right quickly and fairly.

This Customer Complaints Code explains how to make a complaint, what we will do when we receive it, and what you can do if you are still unhappy. UK telecom customers can usually take unresolved complaints to their provider's approved Alternative Dispute Resolution (ADR) scheme after eight weeks, or sooner if they receive a deadlock letter. This is an independent dispute-resolution service officially certified to handle complaints between customers and companies, as an alternative to going to court.

How to Make a Complaint

You can contact us in a way that suits you best:

📧 Email

complaint@gigaradio.co.uk

📞 Phone

01793 683572

🌐 Online

gigaradio.co.uk/help-support

📮 Post

Kingston House, Lydiard Fields, Great Western Way, Swindon, Wiltshire SN5 8UB

When you contact us, please include:

Your full name
Your service address
Your account number, if you have it
A contact phone number or email address
A short explanation of the problem
What you would like us to do to put things right

The Communications Ombudsman also asks customers for details, so collecting these details early is good practice. These details include the provider's name, account holder name, account number, and the date the complaint was first raised.

What We Will Do

We will record your complaint and investigate it as quickly as possible. If we can resolve it straight away, we will do so; if not, we will explain what happens next and keep you updated. We aim to resolve complaints within 15 working days, where possible. If your complaint is more complex or needs further investigation, we will keep you informed until we have reached an outcome.

Our Response

Once we have looked into your complaint, we will explain clearly:

What happened
What we found
What action we will take, if any
Whether we will offer a refund, credit, apology, or another resolution
What you can do next if you are not satisfied

Where appropriate, we will confirm the outcome in writing by email or letter.

If You Are Still Unhappy

If you are not happy with our response, you can ask us to review your complaint again. A senior member of the team will carry out a further review. If we have not resolved your complaint within eight weeks, or if we write to you to confirm that we cannot reach agreement with you sooner, you may refer your complaint to the Communications Ombudsman.

Communications Ombudsman

The Communications Ombudsman is an independent dispute resolution service for communications customers. Their service is free for consumers to use. Their Terms of Reference can be read here: commsombudsman.org/terms-of-reference. You can contact them using the details below:

🌐 Website

commsombudsman.org

📞 Phone

+44 0330 440 1614

📧 Email

enquiry@commsombudsman.org

📮 Post

The Communications Ombudsman, P.O. Box 730, Warrington WA4 6WU

Phone lines are open Monday to Friday, 8am to 6pm, excluding weekends and bank holidays.

Accessibility & Extra Support

If you need help making a complaint, please let us know. We can provide this information in an alternative format on request and will do our best to support you through the process. The Communications Ombudsman also states that customers who need additional support, process changes, or translation services can ask for help when raising a case.