Complaints policy
At Netix Digital Ltd we are committed to providing excellent service. When things go wrong we want to hear about it so we can put it right. This policy meets Ofcom's requirements and sets out a clear, fair process for resolving your complaint.
1. How to make a complaint
You can contact us through any of the following channels:
Phone: 0333 358 4123 (Monday to Friday, 08:30 to 18:00, excluding bank holidays)
Email: compliance@netix.digital
Post: Compliance Manager, Netix Digital (08-20), Earlsdon One, 53-55 Butts Rd, Coventry, CV1 3BH
When making a complaint please include your account number, contact details, a description of the issue, and any relevant dates.
2. Complaint handling timeline
- Phone complaints: immediate acknowledgement; same-call resolution attempted where possible.
- Written complaints: acknowledgement within 2 working days.
- Target resolution: within 10 working days for most cases.
- Complex cases: updates every 5 working days with an estimated timeframe.
3. Escalation process
If you are not satisfied with the initial response you may request escalation:
- Step 1: initial response from your complaint handler.
- Step 2: Team Manager or Supervisor review on request. Response within 10 working days.
- Step 3: Senior Management or Managing Director review if still unresolved.
- Step 4: if unresolved after 8 weeks, or on receipt of a Deadlock Letter, you may escalate to our independent ADR scheme.
4. Independent dispute resolution (ADR)
If your complaint remains unresolved after 8 weeks, or following a Deadlock Letter, you may escalate to our Ofcom-approved ADR scheme at no cost to you:
Ombudsman Services: Communications
P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614 (Mon to Fri, 8am to 8pm; Sat 9am to 1pm)
Email: enquiry@commsombudsman.org
Important: you must contact the Ombudsman within 12 months of receiving our Deadlock Letter or final response.
5. Additional help and resources
- Ofcom: 0300 123 3333 · www.ofcom.org.uk
- Citizens Advice: 0808 223 1133
- Phone-paid Services Authority: www.psauthority.org.uk