Complaints Procedure for Customers

At Hull Fibre Limited, we strive to provide exceptional service to our valued customers. However, we understand that there may be occasions when you have a complaint or concern about our products, services, or the way we have conducted ourselves. We take all complaints seriously and are committed to resolving them promptly and fairly. This Complaints Procedure provides you with the necessary information on how to log a complaint and the steps we will take to address and resolve it.

  1. Logging a complaint: If you have a complaint, we encourage you to follow the steps outlined below to ensure that we have all the necessary information to investigate and address your concerns:

a. Contact us: You can lodge your complaint by contacting our Complaints team through one of the following channels:


b. Provide details: When submitting your complaint, please provide the following information:

  • Your name, contact information, and customer account details.
  • A clear and concise description of the complaint, including relevant dates, individuals involved, and any supporting documentation.
  1. Acknowledgment and Investigation upon receipt of your complaint, we will acknowledge it within 48 working hours. Our Customer Service team will assign a dedicated complaints handling officer to investigate your complaint thoroughly. This officer will have the necessary expertise and authority to address your concerns.

During the investigation, our complaints handling officer may need to gather additional information or documentation to better understand the circumstances surrounding your complaint. We may also need to liaise with other departments or third parties to gather relevant information.

  1. Resolution and Communication: We aim to resolve all complaints within 30 working days. However, complex issues may require additional time for investigation. If this is the case, we will keep you informed of the progress and provide you with regular updates on the status of your complaint.

Once the investigation is complete, we will communicate our findings and proposed resolution to you in writing. This communication will outline our understanding of the complaint, the conclusions reached, and any actions taken or proposed to address the issue.

  1. Escalation Process: If you are dissatisfied with the resolution proposed or provided, we encourage you to let us know. We will review the matter and, if necessary, escalate it to a higher level of management for further consideration. We are committed to reaching a fair and satisfactory resolution to all complaints.

If, after exhausting our internal complaints process, you remain unsatisfied with the outcome, you may have the option to refer your complaint to an external dispute resolution service or regulatory body, depending on the nature of the complaint and applicable laws or industry regulations.

  1. Confidentiality and Data Protection: Rest assured that all complaints and personal information shared during the complaints handling process will be treated with the utmost confidentiality and in accordance with applicable data protection laws and regulations. We will only use the information provided for the purpose of investigating and resolving the complaint.

We appreciate your feedback and the opportunity to address any concerns you may have. Your feedback helps us improve our products, services, and customer experience. We are committed to learning from complaints and using them as an opportunity for continuous improvement.

If you have any questions or require further assistance regarding our Complaints Procedure, please do not hesitate to contact our Customer Service team at 01482 574574 or hello@hull-fibre.co.uk.

Thank you for choosing Hull Fibre Limited. We value your trust and loyalty.


Hull Fibre Complaints Department