Complaints policy

At Openreach, we pride ourselves on making sure we provide excellent customer service. When our customers let us know they’re unhappy with any part of the service we provide, we’ll do our best to make it right, learn and act on the feedback.

We have a dedicated, and highly trained, customer service team who take great pride in resolving the issues raised to us.

The quickest way to contact us and raise your issue is through our chat facility. Just click on the icon in the bottom right corner of the screen. Our virtual assistant will then help direct you through to the right team and one of our dedicated customer service team will then be allocated to you and able to help.

What do I do if I have a complaint?

To raise a complaint, or enquiry, that relates to the provision of telephone/internet services, engineer appointments, faults or compensation, you’ll need to go through your Communications Provider. They in turn will contact us to resolve the matter on your behalf. This is because although Openreach is the network provider, your relationship is with your Communications Provider.

To raise a complaint, or enquiry, that relates to health and safety concerns, employee behaviour, personal injury, damage to your property, quality of workmanship, wayleaves or planned movement of Openreach equipment. You can contact us through our chat facility. Just click on the icon in the bottom right corner of the screen and select the 'others' option and then 'contact us' to get started.

What happens next?

Your complaint will be logged on our internal system and you will be provided with a unique reference number.
A dedicated customer service handler will be allocated to your complaint, or enquiry, to fully investigate and resolve your issue as quickly as possible, keeping you up to date throughout.

Chat Bot