Customer
complaints
code​

1. Introduction

Yayzi Broadband are dedicated to providing the highest quality of service our customers We aim to ensure that all queries are fully answered, and our customers and residents are knowledgeable and satisfied with Yayzi Broadband’s service. 

If you feel that this has not been the case, please do let us know. We have the below Complaints Policy to ensure that all complaints are handled as efficiently and effectively as possible. The code is there to help you. We are always ready to listen and react to your needs as quickly as possible, so always feel free to contact us, we do listen, and we will help.

The following outlines our policy and procedures for the handling of verbal and written complaints. 

2. Our Complaints Process

How to make a complaint

Our complaints procedure has four stages:

Stage 1: Contact our Customer Care Team. In the first instance, they will be able to investigate your complaint, and where you have contacted us by telephone, will do their best to resolve this while they are on the call with you.

Stage 2: If you are not happy with the solution our Customer Care has suggested, you can ask to escalate your complaint to the Customer Care Manager. The Customer Care Manager will aim to respond to you within one working day. They will either suggest a resolution to your complaint, or explain what is happening – for example, if the complaint has been escalated to another team. In these cases, you will be given a timeframe telling you when we will come back to you again.

Stage 3: If you feel the Customer Care Manager has been unable to satisfactorily resolve your complaint, you can ask for your complaint to be escalated to the Head of Customer Experience. They will review your complaint and respond to you within 5 working days.

3. How to Contact Us

There are three different ways to contact us if you need to make a complaint.

By Email

You can email the team on [email protected]. We always aim to resolve complaints in the first instance and aim to respond within 1 working day. If your complaint is more complex, this could take a little longer. This depends on the issues you’ve raised, as we always try to give your comments the attention they deserve. Please remember to give us your details, including:

Your Customer number (if applicable)
Your full address
Your contact number

This way, we can get back to you as quickly as possible.

By Post

It’s not as quick, but if you prefer to send us a letter, you can write to us at:

Customer Care Team,
Yayzi Broadband
Unit 5 Britannia Court
Fleetwood
FY7 7FY

Your letter will be acknowledged within 2 working days of receipt and we aim to resolve all written complaints within 28 days once we’ve received them.

4. How We Will Contact You

We always investigate every complaint and actively work to resolve things to your satisfaction. We’ll let you know as soon as we think we have a resolution. If you have contacted us by telephone, this could be on the original call, if we can sort things out there and then, or if we can’t, we’ll be back in touch to let you know.

In the first instance, we’ll try to contact you by your preferred contact method (if you have told us what it is). If your preferred contact method is telephone and we miss you, we’ll drop you a text with our telephone number so you can ring us back when you’re free during our opening hours.

If your preferred contact method is telephone and we can’t reach you to let you know about our proposed resolution, we’ll email you instead or we’ll write to your home address.

Your case will remain open for 28 days from the date of our response, so you’ll have enough time to review and consider our proposal. If you are happy with the resolution, please let us know so we can close your case down.

If we don’t hear from you within the 28 days from the date of our response, we’ll take this as confirmation you’re satisfied with the resolution and we’ll contact you again to let you know we’re closing your complaint.