Complaints Procedure

1. Contact us

Email info@consultit.uk, call 01267 888024 (Monday to Friday, 9:00–17:30), or write to us at 28 Pemberton Street, Llanelli, Wales, SA15 2RB. You can also use our contact form and select Complaint as the enquiry type.

Please include your order reference, mobile number or account details and a description of what has gone wrong.

2. Acknowledgement

We acknowledge complaints within one working day and give you a named point of contact.

3. Investigation and resolution

We aim to resolve straightforward complaints within 10 working days. Where a complaint depends on the underlying network, we raise it with them on your behalf and keep you updated at least weekly.

4. Escalation within our business

If you are unhappy with the outcome, ask for the complaint to be reviewed by a director. A review is completed within a further 10 working days.

5. Independent escalation

If your complaint is unresolved after eight weeks, or we send you a deadlock letter sooner, you can refer it free of charge to an approved Alternative Dispute Resolution scheme for the communications sector (Ofcom approves Communications Ombudsman and CISAS).

This applies to residential customers and small businesses with ten or fewer employees. Ofcom does not investigate individual complaints but does monitor provider performance.

6. Accessible formats

Tell us if you need this procedure or any correspondence in large print, or if you would like a nominated person to deal with us on your behalf.