Although we aim to deliver excellent service on the first attempt, we recognise that challenges may sometimes occur. If you are unhappy with any aspect of our customer service, please follow the steps outlined below. We are dedicated to addressing your complaint promptly and efficiently.

While we strive to provide exceptional service on every occasion, we acknowledge that there may be instances where your experience does not meet expectations. If you are dissatisfied with any aspect of our service, we encourage you to follow the procedure outlined below. We are committed to addressing your concerns thoroughly, fairly, and without undue delay.

We respectfully request that you contact us directly should you have any concerns regarding our service. You may reach us via:

• Email:  connectivitycs@everflowutilities.com
• Phone: 03330 040 341

Stage One

Once your complaint has been received, we promise to acknowledge receipt of this within 5 business days. A specialist advisor will oversee your complaint and provide a response within 28 days, ensuring you are kept fully informed throughout the process until the matter is satisfactorily resolved.

Stage Two

If you remain dissatisfied after Stage One, your complaint will be passed to another member of our team who has not been involved in your case. They will carry out an independent review of the matter and, if needed, complete further investigations to provide a final response to your concerns.

Stage Three 

If you’re still dissatisfied after your complaint has been escalated, or if eight weeks have passed since you first raised the issue, without resolution, and you are an applicable consumer, we will issue a Deadlock letter, outlining our final position.

This letter allows you to refer your complaint to the Communications and Internet Services Adjudication Scheme (CISAS) an independent service available to small business customers with 10 employees or fewer. Subject to eligibility.

You must contact CISAS within 12 months of receiving your Deadlock letter.

CISAS Contact Details:

• Website: www.cedr.com/consumer/cisas/make-a-complaint/
• Email: cisas@cedr.com
• Phone: 020 7520 3814
• Post: CISAS, Communications and Internet Services Adjudication Scheme, 100 St Paul’s Churchyard, London, EC4M 8BU

If you require a copy of our Complaints Code of Practice in a different format for example large print or braille, please call us on 03330 040 341.