Complaints,resolved.
We treat complaints as a chance to fix something. Plain process, Ombudsman backed.
We operate to Ofcom's regulatory framework. The goal is to resolve issues quickly, fairly, and with as little disruption to you as possible. If you've raised something and we haven't fixed it in 8 weeks (or you've received a deadlock letter), you have a free, independent escalation route to the Communications Ombudsman.
Last updated · 8 February 2026
Then you can go to the Ombudsman — free, independent, binding.
If we haven't resolved your complaint after 8 weeks, or if we send you a deadlock letter sooner, you can escalate to the Communications Ombudsman. We'll honour their decision.
Most issues fix on the first call.
Phone or email is fastest. Tell us what's wrong and the team can usually act immediately — discuss the issue, review the service or connection, and take the first steps to put it right.
Phone
0330 043 0056 · UK team, picks up in three rings. Tell the person on the line you want to raise a complaint and we'll log it formally if it can't be resolved there and then.
[email protected] — written audit trail from the start, ideal if the matter is technical or long-running. Reply within one working day from the team.
When immediate fix isn't possible, we log it.
If we can't resolve on first contact, we'll ask for a written summary so we can investigate properly under our internal process + Ofcom guidance.
- 1Full name
- 2Service delivery address
- 3Preferred contact details (phone or email)
- 4Date the issue started or occurred
- 5Clear description of the problem
Once logged, we own the outcome.
Full + fair review
Every formal complaint is reviewed by a complaint owner who isn't whoever first took the call. We document evidence, contact you for clarification, and form a position.
Kept informed
Regular updates by your chosen contact method until resolution. No 'we've sent it to another team' silence.
Site visits within ~7 days
Where a physical visit is needed and reasonably practicable, we target attendance within 7 days of the complaint being logged.
Quick + prioritised
Urgent complaints (vulnerable customers, loss of dial-tone, safety) get prioritised. We aim for resolution at the earliest realistic date.
Not resolved? Communications Ombudsman.
If we can't reach a resolution within 8 weeks — or if we send you a deadlock letter sooner — you can refer the matter to the Communications Ombudsman free of charge. They are independent of Giant and their decision is binding on us.
- 0330 440 1614
- [email protected]
- Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU
- Online: commsombudsman.org
Ofcom monitors trends.
Ofcom is the UK telecoms regulator. They watch industry-wide complaint trends and enforce regulatory compliance, but they don't handle individual disputes — the Ombudsman is the route for that. Serious regulatory issues (e.g. evidence of widespread breach) can be escalated directly to Ofcom.
What Ofcom does (and doesn't do)
Does: Sets the rules we have to follow, publishes complaint stats by provider, enforces against repeated breaches.
Doesn't: Investigate or resolve your individual complaint — that's the Ombudsman's job once we've had our 8 weeks.
Treat them seriously. Learn from every one.
We don't view complaints as a nuisance. They're how we find out what we got wrong — and where we need to get better.