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Complaints

At Rocket Fibre our mission to look after our customers but sometimes things don’t always go to plan and you may feel un-happy with the service you have received. We welcome all feedback good and bad.

Below we have outlined our complaints process.

How to register a complaint.

By Telephone

0330 1227711

Mon-Friday: 9am-5pm

Saturday: 9am-4pm

Sunday: Closed

Email

complaints@rocket-fibre.co.uk

What happens next one you have made your complaint?

Step 1

Register your complain, once your complaint has been registered this will be logged and an initial review will take place within 10 working days. Once this time has passed you will be contacted to discuss your complaint and step’s we can take to rectify any issues that may have arisen. Sometimes complaints take a little longer to investigate. If this is the case we will contact you within the initial 10 working days to advise on the extended timelines.

Step 2

If our customer service department were unable to satisfy your complaint, then this will be escalated to our senior management team where a further investigation will take place. This review will take a further 10 working day from the escalation date. You will be contacted by a member of senior management to discuss your complaint in full.

Step 3

Once the above steps have been followed and you are still not happy with the resolution or 8 weeks have passed you will have the right to register your complaint with CISAS;

Online

Make your complaint online now

Post

CISAS

70 Fleet Street

London

EC4Y 1EU

United Kingdom

Telephone

020 7520 3814

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