Sky Connect Complaints Code of Practice

Complaining during COVID-19

Last updated: 24 March 2021

If you need to contact us, please be aware wait times may be longer than normal due to social distancing in our contact centres and we are prioritising calls from customers who have already been online.

If you need our help there are online guides that over 90% of our customers have found useful. You can find them on Help pages. We can help those in need, as well as everyone else, much faster if we only receive urgent calls.

Thank you for your patience and understanding.

How to complain to Sky Connect

From time to time things don't go to plan and despite our very best efforts. If they do, we want to hear about it so we can resolve and ensure that your problem with your Sky Connect service is resolved as soon as possible.

If you should have cause to complain, please contact us by any of the following means:

  • By phone: 0333 759 7590 (charges may apply to Sky Contact Centres if you’re not an existing Sky Connect, Sky Talk or Sky mobile customer so please check your provider’s tariff guide)
  • By email: service.b2b@sky.uk
  • By post: Sky Connect, 29 Wellington Street, 4th Floor, Leeds, LS1 4DL

What to expect once you've registered a complaint

At Sky we will do all we can to provide you with the most suitable response specific to your particular situation and to ensure, where possible, that your complaint is resolved to your satisfaction.

If you call us:

Step 1 – One of our Service Executives will ask you about the nature of your complaint. We will take into account all the points you raise and the details we hold in our records and seek to resolve the problem while you are on the line.

Step 2 - If we are unable to resolve your complaint while you are on the phone, we will inform you of how long it is expected to take to resolve and agree when and how we will keep you updated.

Step 3 – We will investigate and resolve your complaint as soon as possible, if this is not done on the initial call then we will arrange a time to call you back with the resolution.

If you contact us by email:

Step 1 – One of our Service Executives will review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We will send an acknowledgment email within 1 working day to let you know we have received your complaint.

Step 2 – If we need any further information then we will contact you via phone, but if this is not possible, we will respond via email.

Step 3 – We will investigate and resolve your complaint as soon as possible. We will aim to call you with a resolution, if we cannot reach you by phone we will email you with our resolution.

If you contact us by post:

Step 1 – This may take a little longer however as soon as we receive your letter, we will reply with an acknowledgment letter within 3-5 working days to let you know we have received your complaint.

Step 2 – If we need any further information then we will contact you via phone, but if this is not possible, we will respond via letter.

Step 3 – We will investigate and resolve your complaint as soon as possible. We will aim to call you with a resolution, if we cannot reach you by phone we will send a letter to you with our resolution.

If your complaint is more urgent

If your complaint is of an urgent nature, for example, if you are experiencing a loss of service, we recommend that you call us so we can resolve as soon as we can.

We aim to respond to your complaint and agree a resolution within 10 days of receiving it. Some complaints by their very nature, however, may take longer than others to resolve, particularly if they have technical complexity. If we have been unable to agree the resolution of your complaint within this timeframe we will ensure you are kept informed of progress in a way that best suits you and at a time that is convenient for you.

What you can do if you're unhappy with the resolution we've given

We hope to resolve every complaint promptly and to your satisfaction. But if for any reason you are not fully satisfied with our response, please tell us and let us know where you think further attention is required. We can then review your complaint, and our response, and can escalate it within the company. We will let you know if anything else can be done to resolve your complaint and we will inform you of how long it is expected to take to resolve. We will keep you informed of progress in a way that best suits you and at a time that is convenient for you.

If you are a small business customer (having no more than 10 individuals working for you which include volunteers) and we have not resolved your complaint in relation to your Sky Connect services to your satisfaction after 8 weeks from when you first made your complaint to us, or if you have received a letter from us saying that your complaint has reached “deadlock” as there is nothing more we can do to resolve your complaint, you have the right to take your complaint to the Communications and Internet Services Adjudication Scheme (“CISAS”), an independent alternative dispute resolution scheme.

CISAS will review your complaint and if it decides that your complaint is justified, Sky will work with CISAS and act on any decision it makes and put things right for you.

If your Sky Connect complaint remains unresolved after 8 weeks we will send you a written reminder of your right to go to CISAS.

We will also send you a deadlock letter on your request, unless there are further steps we can take to resolve your complaint in a timely manner (however, we will not send you a reminder or issue you a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme).

How to contact CISAS

  • By post: Communications and Internet Services Adjudication Scheme, Centre for Effective Dispute Resolution, 70 Fleet Street, London EC4Y 1 EU
  • By phone: 0207 520 3827
  • By fax: 0845 1308 117
  • By email: cisas@cedr.com

Visit the website: www.cedr.com/cisas

Obtaining a copy of this Sky Connect Code of Practice in another form

Printed copies of this Sky Connect Complaints Code of Practice are available on request and free of charge. Also, if you require any accessibility requirements please email: service.b2b@sky.uk

Complaints relating to premium rate services

Phone-paid Services Authority is the UK regulator for content, goods and services charged to a phone bill. Premium rate services offer some form of content that's charged to your phone bill or pre-pay phone account, for example, directory services, entertainment or ringtones. Many services are advertised on 09 dialling codes. Directory enquiry services are advertised on six-digit numbers, beginning 118.

If your complaint relates to the provision, content or promotion of premium rate services, you may contact the Phone-paid Services Authority to log a complaint. You can make your complaint:

By post:

Contact Handling Team Phone-paid Services Authority 25th Floor 40 Bank Street London E14 5NR

By phone:

Call the Phone-paid Services Authority helpline on 0300 303 0020 between 9.30am and 5pm, Monday to Friday.

Online:

Complete a Phone-paid Services Authority online enquiry form.

Last updated: 24 March 2021