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Complaints Policy

How to make a complaint, how we'll handle it, and your rights if you're not satisfied.

At SY Comms Ltd we are committed to providing excellent service. However, we recognise that sometimes things can go wrong. This policy explains how you can make a complaint, how we will handle it, and your rights if you are not satisfied with our response.

How to contact us

What happens next?

Step 1: Acknowledgement

We will acknowledge your complaint immediately if raised by phone, or within 1 working day if received by email or post. You will be given a complaint reference number.

Step 2: First line resolution

Wherever possible, our customer service team will resolve your complaint straight away. If we cannot resolve it immediately, we aim to provide a resolution within 5 working days.

Step 3: Escalation

If you are not satisfied, your complaint will be escalated to our dedicated Complaints Team. They will carry out a full investigation and provide a substantive response within 10 working days.

Step 4: Final response

If we are unable to resolve your complaint quickly, we will continue working with you towards a resolution. In any event, we will send you a final response (deadlock letter) within 8 weeks of your initial complaint. This will explain our final position and any remedy we are offering.

If you’re still not satisfied

If your complaint is not resolved within 8 weeks, or you receive a deadlock letter and remain unhappy, you can escalate it to an independent Alternative Dispute Resolution (ADR) scheme.

We are a member of the Communications Ombudsman. ADR is free of charge for you to use. They will review your complaint and make a binding decision. Contact details: https://www.commsombudsman.org.

Your rights

  • You have the right to escalate to ADR after 8 weeks from first raising your complaint, or earlier if you receive a deadlock letter.
  • We will always comply with any decision made by the ADR scheme.
  • You may also seek independent advice from Citizens Advice or Ofcom.