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Complaints

Draft for review: this complaints process is a starting template. Pulse Broadband must confirm it meets the current Telecommunications (Consumer Complaints Handling) Industry Standard before launch.

Our complaints handling process

We want to get things right. If you’re unhappy with our service, our products or the way we’ve handled something, please tell us. Making a complaint is free.

What counts as a complaint

A complaint is any expression of dissatisfaction with our products, our services or our complaints handling, where you expect a response or a fix.

How to make a complaint

Someone else, such as a family member or advocate, can make a complaint for you with your permission. If you need an interpreter or the National Relay Service, let us know and we’ll help.

What happens next

  1. We acknowledge your complaint and give you a reference number. [Confirm acknowledgement timeframe against the current standard.]
  2. We investigate and keep you updated on progress.
  3. We agree a fix with you and tell you when it will be done. [Confirm resolution timeframes, including for urgent complaints, against the current standard.]
  4. We confirm the outcome, in writing if you ask.

You can ask for an update at any time. If you’re not happy with how your complaint is going, you can ask for it to be escalated to a senior person at Pulse Broadband.

We won’t suspend or cancel your service just because you’ve made a complaint or taken it to the Ombudsman.

If you’re still not satisfied

You can contact the Telecommunications Industry Ombudsman (TIO), a free and independent service for phone and internet complaints.