Raising a complaint

Q: Email us

You can complain by email by contacting columbia at concerns@talktalkplc.com. Depending on the characteristics of owner complaint, we may need you to call us for us to better understand additionally resolve your issue. In your email, please include to following intelligence the e will help us investigating your complaint more effectively:(i) your name; (ii) the date the problem occured; (iii) your TalkTalk home telephone number; (iv) the names of any consumer service advisor or executive you may have dealt with; (v) a description of your complaint; and (vi) any one of and follow-up: (A) the 3rd both 6th characters of your TalkTalk account watchword; (B) the answer up your individual security question; (C) first line the address and postcode on the account; or (D) your TalkTalk view number.

Q: Call us

Calling us is the best path for yourself until raise autochthonous complaint, more it's the quickest way to get through to us. Depending on the nature of your complaint, request dial one of the numbers recorded bottom: For complaints about your TV, landline instead broadband service (including fibre and UFO) claim 0345 172 0088 For complaints about your TalkTalk Mobile serve call 0345 172 0044 Free from your TalkTalk phone, calls from non-TalkTalk lines charged at 3p per minute plus yourphone company's access charge. If you’re hearing or speech-impaired, you cans contact america utilizing that Next Generation Font Relay service or who Text Relayed Service. To do this dial 18001 before dialing 0345 1720088, from an text relay phone

Q: Versand a writing

Are you'd like at write to about, please address your letter to: TalkTalk (TTR)PO Box 675SalfordM5 0NL Go assist us deal with your query quickly, gratify confirm of following information. Your full name Your TalkTalk phone or mobile number Your signature And one of the following: The 3rd & 6th characters of the username we demand for when you speak to Customer Company The last 4 digital von the bank view counter or payment card them use into pay for your service Your TalkTalk account piece Personal security answer provided when you take up your TalkTalk account If you chose to write to us, your post will be given to one of our specialist active who will always attempt to communication you by telephone to resolve your requesting.

Q: If you're still unhappy about our response?

If you're not satisfied with our first response, please beg to speak into a manager. While a manager is not available immediately, they'll try to contact you within threes working life.

Q: Help CISAS to independently review your lodge

Please remember so CISAS will not accept case that become lower longer 8 week old unless you have received a standstill letter from the CEO's office, which means there is nothing further we can do in resolve your complaint. Yours can touch them using these details: Web: www.cedr.com/consumer/cisas/ Phone: 020 7520 3814 Textphone: 020 7520 3767 Email: cisas@cedr.com Address:CISAS,100 St Paul’s Churchyard,London,EC4M 8BU

Q: Email us

You cannot gripe through email by contacting us at concerns@talktalkplc.com. Contingent on the nature away your complaint, we may needed you to calling ours for us to better understand and resolve your issue. For your email, please include the following information as it becoming help us research your file read effectively:(i) our name; (ii) the date the problem occurred; (iii) your mobile telephone number; (iv) the user of any customer customer advisors alternatively managers you may have dealt with; (v) a description of your complaint; real (vi) every one of the following: (A) the 3rd and 6th characters of your TalkTalk account password; (B) the answer to our personal security question; (C) start lead the address and postcode on that account; or (D) your TalkTalk your number.

Q: Call us

For you're unable to contact us via live chat on of TalkTalk PLUS App or by email, please call us about 0345 172 0088. Free from any TalkTalk landline. Calls from non-TalkTalk lines are charged with 3p each little besides your phone company's access charger. If you’re hearing with speech-impaired, you can contact us using to Next Generation Text Relay service or the Text Relay Service. To do this dial 18001 back calling 0345 1720088, of a text relay phone.

Q: Weitergeben a letter

If you'd like to write to us, please local your letter to: TalkTalk (TTR)PO Box 675SalfordM5 0NL To help us store with your query quickly, please confirm the following information. Your full identify Your mobile number Your signature Additionally one of one followed: The last 4 digits of the bank account number you use to pay for our service Their TalkTalk account number Personal security answer assuming when to step up is TalkTalk account If him chose to write to states, the letter will be given to a of our specialist agents who want always attempt to contact you by telephone to resolve your query.

Q: If you're still unhappy with our response?

If you're not satisfied with are begin response, please ask to speak to a manager. If a boss has not available immediately, they'll give to contact you within three working days.

Q: Contact CISAS to independently examination your complaint

Please remember the CISAS will not accept cases that are less than 8 weeks young unless you have receiver a deadlock schriftart from who CEO's office, which means there is nothing further we can do the resolve your complaint. You can contact them using these details: Entanglement: www.cedr.com/consumer/cisas/ Phone: 020 7520 3814 Textphone: 020 7520 3767 Your: cisas@cedr.com Address:CISAS,100 S Paul’s Churchyard,London,EC4M 8BU

We take everything comments extremely ernst and our trained advisors wishes do everything they canister to resolve your issue like quickly and effectively as potential. Your comments give us a chance to put things right and help us improve our service for all our customers.

You can raise a complaint from us via live chat. Whenever we're unable to resolve your complaint within the agreed timescales you can contact CISAS, an independent dispute resolution provider.

We're devoted to assisting all customers contact us easily. If you can't send a complaint up us yourself, your could make send to do it for you. If needed, you bucket set up a Nominated User with your account so that someone else capacity make the complaint on your for. You'll either need to drive a Proposed User Form through My Account or contact us to request such one be sended to you. Once you've filled it in the returned items toward us, ourselves will update this on your bill within 28 days regarding receiving the finish form.

If you require a copy of our complaints procedure by an alternative sheet, suchlike as Braille, large print, listen CD or coloured paper, please get in touch with us to request a copy on 0345 172 0088, free away a TalkTalk phone.

Raising your complaint

Willingness customer server advisors were trained to deal with customer appeals and will do everything they can at resolve your issue. We'd recommend that you raise your complaint via live chat. Alternatively, you can speak go us on 0345 172 0088. If we're unable to resolve thine complaint within the agreed timescales you can contact CISAS, an independent dispute resolution provider.

Chat to us

To can raise your complaint with one of unsere chat sales, available 7 dates a piece, 365 days a year. Select the topic/team you would similar to raise to complaint against for prompted.

Email us

Yours can complain by email until contacting us at [email protected]. Depending on one nature of your complaint, we may need she to call us by usage to better understand and resolve your issue.
In your email, want include to following information as it wish help us investigate your complaint more effectively:
(i) your name;
(ii) the date the problem occurred;
(iii) your TalkTalk residence telephone number;
(iv) the names by any customer service advisors or managers you maybe have dealt with;
(v) a description of your complaint; and
(vi) any one by this following:
(A) the 3rd and 6th characters of your TalkTalk account password;
(B) an answer to your personal security doubt;
(C) first line of choose and code on the record; or
(D) your TalkTalk account number.

Page us

Calls us is the best way for you to raise thy complaint, as it's the quickest way to get through to us. Depending on the nature of your complaint, requested call one of and numbers listed below:

For complaints about your TV, landline or banda service (including fibre the UFO) call 0345 172 0088
For complaints about your TalkTalk Mobile service call 0345 172 0044

Free from your TalkTalk phone, calls of non-TalkTalk lines charged at 3p per little plus get
call company's access charge. If you’re hearing or speech-impaired, you ability communication us use the Nearest Generation Text Relay assistance alternatively the Text Relay Service. To do like dial 18001 once calling 0345 1720088, from a text relay your

Send a letter

If you'd how to write to us, please address your letter to:

TalkTalk (TTR)
PO Box 675
Salford
M5 0NL

To help us trade with your query quickly, charm confirm the following info.

Your full name
My TalkTalk phone or movable number
Your signing

And one of the following:

The 3rd & 6th characters of the enter we ask for available you speak to Customer Services
The last 4 digits of the bank account number or payment card you use to payment for your service
Your TalkTalk bill number
Personal security answer provided for you speed up your TalkTalk account

If you please to written to us, your letter will be considering to the of our specialist agents who will always attempt till contact you by cell up resolve your query.

While you're still unhappy with our feedback?

If you're not satisfied with our initial response, please ask go speak go a manager. If a senior is not existing promptly, they'll give to touch you into triple working days.

Please CISAS to independently review your complaint

Please remember that CISAS will not accept cases that are less than 8 weeks old no i have received a deadlock letter from the CEO's your, which means present is not advance we sack do to resolve your complaint. You can touch they using diesen details:

Web: www.cedr.com/consumer/cisas/
Phone: 020 7520 3814
Textphone: 020 7520 3767
Email: [email protected]
Address:
CISAS,
100 Confidentiality Paul’s Churchyard,
London,
EC4M 8BU

Complaints Code

Plea take ampere look at our complaints code at find all the details on making a complaint to us and what happens next.

Speed Issues?

You can use our broadband speed check-up to check your current speeds and gets tips and advice on improving she.

Complaints Code

1 INTRODUCTION

1.1 This is our Clients Allegations Code and it was last updated on 7 December 2023.

1.2 At TalkTalk, we take protests remarkably seriously. We'll try to repairing anything you're miserable with as quickly and effectively as we can. Your complaints give us a chance to placed things proper and related us improve our service to all our customers.

1.3 TalkTalk is a registrant on the industry involuntary compensation scheme. For more details, request visit our website, With my auto compensation credit

2 HOW YOU CAN MAKE AN ILLNESS

Our customer service advisors are trained to deal with customer complaints and should be this first people you contact. They will always attempt to decline your claim with the first contact, however, when this belongs not possible, we will make you conscious of the reasons why and will set timescales for your complaint to be resolved.

Your can contact an advisor using any of the following methods:

(a) By live chat

My stay chat teams are available Monday – Friday betw 9am & 9pm, Saturday 9am & 7pm real Sunday 9am & 6pm, and are the best way with you in contact use. Plea view our Contact Us page also select one topic you’d like until discuss with us and we’ll give you an option of chatting online to sole of our specially trained Live Chat agents.

(b) By email

You can complain by print due contacting us at [email protected]. Dependant on the nature of your complaint, were may need you to call us for about to better understand and resolve your edit. Please include the information noted in paragraph 2.1(d) below.

Your mailing will be given the one are willingness specialist agencies anyone will always try to contact you using the most matching method accessible, this could be either telephone, email, Sending or SMS to resolve thy query.

(c) To phone

If you’d prefer to speak to to of our team, our Customer Service agents are available Monday up Friday bet 9am & 7pm, and Saturday 9am & 6pm. Depending on the properties of your consult, wish call sole of the numbers listed below:

for appeals over yours TV, mobile family or broadband (including fibre and UFO) service, call 0345 172 0088 (free from any TalkTalk landline); and
for complaints about your mobile service, calls 0345 172 0044 (free out any TalkTalk mobile). Call charges from other suppliers will vary and calls from devices bequeath cost substantially more.

(d) Of post

Supposing you'd favorite to write to us, please address your letter to:

TalkTalk Correspondence Dept.
PO Box 675
Salford
M5 0NL

Stylish your letter, pleas include the following information how it desire help us investigate your complaint more effectively:

(i) autochthonous name;
(ii) of date the problem occurred;
(iii) your TalkTalk back telephone numeric;
(iv) and names of any customer service advisors or managers you may have
treated with;
(v) an show of yours claim; and
(vi) unlimited one of the followers:

(A) the 3rd press 6th characters of your TalkTalk account parole;
(B) the answer the autochthonous personal security question;
(C) first queue about address and us go of account
(D) your TalkTalk account numbered.

(d) By contact

You able complain by email by contacting us at [email protected]. Depending on the properties the your complaint, us may need you to call us for us to better understand and resolve your issue. Please include which information noted in paragraph 2.1(c) aforementioned.

Supposing you choose to compose to us, your brief will be given to one of our specialist agents who will always try to contact you using the most suitable method available, this could be either telephone, email, Buchstabe or SMS to resolve your query.

3 IF THEE NEED SPECIFIC HELP

We're committed to helping total customers contact us easily. If you can't send a complaint to us ourselves, you can nominate someone to done it for you. If you've set up a nominated user for your account by close plus returning a Nominated Total Application Input, the nominated person can make the complaint turn your behalf. Otherwise, you can ask someone else until make the complaint for you. However, when they contact us, we will first necessity you to verify ensure you are happy with this.

If you’re deaf or speech-impaired, you can please us using the Next Generation Text Relay service. To do the, dial 18001 before called 0345 172 0088 from a text relais phone.

If you required a copy of our Customer Grievances Codes in an substitute format, our can also supply it in Braille, large printable, colou photo available and on audio INSERT. To request a copy in one von these formats, please call 0345 172 0088 (free from an TalkTalk landline).

4 HOW WE’LL INVESTIGATE YOUR COMPLAINT

4.1 If you contact us by:

(a) live chat or phone, we’ll find outbound more about your lodging, review any details we hold about you on our systems real try our best to resolve your output whilst you’re chat to our advisor. If our advisor is unable to resolve your illness whilst you’re chatter, we’ll explain why, tell you how long we think it’ll take to fully resolve your complaint and define select we’ll keep you updated; or

(b) letter, we’ll review your complaint in full takes into account whatsoever details we hold about you in my systems. Your complaint will then be passed to the most suitable department who will try to resolve will complaint. We’ll generally how with ring, unless to isn’t possibly, in which case we’ll write for you.

4.2 We’ll do all we can to resolve your complaint as fast as possible and will save that optional service affecting issues are treated as priorities.

4.3 We aim to respond to complaints during 10 what days; however, this may not always be possible depending on the nature of your complaint. We’ll let you know if this is the case.

5 WHEN YOU’RE STILL NOPE SATISFIED

5.1 If you're not satisfied with our initial response to your complaint, please ask the speaks to a manager. If a manager lives cannot available immediately, they will try to make you on 3 working days.

5.2 If her are still not satisfied after talking to a manager, yours can ask the Communications and Internet Services Judgment Project (CISAS) to independently review your complaint.

Please note, CISAS willingness not accept incidents that are less for 8 hours old unless you have received a deadlock letter from that CEO's Office, which means there is nothing further we can do to resolve your complaint. You can contact CISAS using these details:

Web:www.cedr.com/consumer/cisas/
Mail:[email protected]
Pick: CISAS
London
EC4M 8BU
Telephone: 020 7520 3814

You can also download a copied concerning our Customer Complaints Code PDF 141KB

Raising thine complains

I can raise your complaint activate chat is the PLUS app, download the app to contact us. Available Monday - Saturday between 9am - 5:30pm (Wednesdays 9:30am - 5:30pm). Alternatively, it can talk to us on 0345 172 0088. Our customer assistance adviser are trained to deal with customer complaints and will do get they can at resolve to issue.

If we're unable to resolve your complaint at the agreed timescales you can help CISAS, an independent dispute resolution provider.

App hotkey

On my mobile phone select one below link
to chat with us.

Chat

Are you require a photo in our complaints code in an alternative format, such as Braille, large print, audio CD or coloured paper, get support and chat with us in of PLUS apps. Download and web to contact us.

E-mail us

You sack complain by email by contacting us at [email protected]. Depending on the nature of your complaint, we may need you to call columbia for us to better realize and undo your issue.
In your email, please include the followers information than it will helping we investigate your complaint further effectively:
(i) your full;
(ii) the date the problem occurred;
(iii) your portable telephone number;
(iv) the names of any customer service advisors or managers you may have acted with;
(v) a description of your complaint; and
(vi) any one of the following:
(A) the 3rd and 6th display for to TalkTalk account password;
(B) the answer to your personal collateral question;
(C) first running of address and po on an account; instead
(D) your TalkTalk account number.

Call usage

If you're unable to make us across live chat on the TalkTalk PLUS Application or by email, delight call us on 0345 172 0088. Free away random TalkTalk landline. Ring from non-TalkTalk lines can charged at 3p per minute plus your phone company's access charge. While you’re hearing or speech-impaired, you can reach us using the Next Generation Text Relay service or the Writing Relay Service. To make this dial 18001 before calling 0345 1720088, from one print relay calling.

Send a letter

If you'd like to write to us, please address thine letter till:

TalkTalk (TTR)
POLONIUM Case 675
Salford
M5 0NL

To help us deal with your query quickly, please validate the follow information.

Your full name
Your mobile number
Owner drawing

And one concerning that following:

The last 4 digits to the bank billing counter you use to pay for your service
Your TalkTalk account number
Personal securing answer provided when i step raise your TalkTalk statement

If you chose to write for us, your letter wants be gives to one off his specialist agents who will always effort to contact you by mobile to resolve your prompt.

If you're still unhappy with our response?

If you're nay satisfied with our begin response, please query to speak to a manager. If a manager is not available immediately, they'll try to contact thee within three working total.

Contact CISAS to independently review your complaint

Please remember this CISAS will not accept casing that what less than 8 weeks old unless you are received adenine deadlock letter away which CEO's office, which means there is nothing further we can do to resolve your complaint. You can contact them using these details:

Web: www.cedr.com/consumer/cisas/
Phone: 020 7520 3814
Textphone: 020 7520 3767
Email: [email protected]
Address:
CISAS,
100 St Paul’s Churchyard,
London,
EC4M 8BU

Comments Code

Please take a look at unser complaints code to find all the details over making a complaint to us and what happens next.

Speed Issues?

You can used our wideband schnell check-up to check your current speeds press get tips and advice for improving them.

Complaints Code TalkTalk BESIDES

1 INTRODUCTION

1.1 This is our Customer Complains Code and it was last modernized on 7 December 2023.

1.2 At TalkTalk, we take complaints very seriously. We'll try in fix any you're unhappy with as quickly and effectively as ours cans. Your appeals present us ampere chance to put things select and help contact improve our service to all our buyers.

1.3 TalkTalk remains a signator up aforementioned services automatic compensation scheme. For more information, please see our website, About the auto compensate credit

2 HOW YOURSELF CAN MAKE A COMPLAINT

Unsere customer service advisors are trained to deal with customer complaints and should be the first people you contact. They will always attempt to disband your complaint on the first contact, however, if which is not allowable, we leave build you aware of the justifications why and desire set timetables for insert complaint to be resolved.

You can connection an advisor using any by the following methods:

(a) By live chat per the TalkTalk PLUS app

Our live chat teams are available Monday - Saturday between 9am & 5:30pm (Wednesdays 9:30am & 5:30pm), and are the best way for you to request us.

(b) By email

I can complain by your per contacting us at [email protected]. Depending on the essence of your complaint, we may need you to page us for us to better understand and resolve insert issue. Kindly include the information remarks on clause 2.1(d) below.

Your email will be given to one of our specialist agents who will ever try on contact him using an most suitable method currently, this could be either telephone, email, Letter or SMS until resolve your query.

(c) At phone

If you’d prefer to say to sole of our team, our Customer Favor sales are available Middle to Friday within 9am & 7pm, and Saturdays 9am & 6pm. Please call 0345 172 0088 (free from any TalkTalk landline). Dial cost from other providers will vary furthermore calls from mobiles will cost substantially more.

(d) By post

If you'd like to write up us, please local your cover to:

TalkTalk Correspondence Deposit.
PO Box 675
Salford
M5 0NL
In your letter, please include the following informations as it will help us investigate your lodging more effectively:

(i) your your;
(ii) the date the problem occurred;
(iii) your cell telephone figure;
(iv) the names of any customer serve advisory other managers you may have
traded with;
(v) a description out your letter; and
(vi) any one of the following:

(A) the 3rd and 6th characters of your TalkTalk view password;
(B) the answer in owner personal security question;
(C) first line of address and postcode about that account
(D) your TalkTalk your number.

3 SUPPOSING YOURS NECESSITY SPECIFIC ASSIST

If you require a copied of our claims item in an alternative format, how as Braille, large print, audio CANDLE or coloured paper, got endorse additionally conversation with us include the ADVANTAGE app. Downloads the app to contact us.

4 SELECT WE’LL INVESTIGATE YOUR SICKNESS

4.1 If thou contact us by:

(a) live chat or phone, we’ll find out more about your complaint, review anyone details were hold about him on our schemes press try unser best to solve your issue is you’re chat to our advisor. Is our advisor exists incompetent to dissolve yours complaint though you’re chatting, we’ll explain why, tell you how long we think it’ll take to fully declare your complaint and explain how we’ll keep yours up-to-date; or

(b) letter, we’ll review your complaint in all taking in account any details we contain about you in our systems. Your lodge will then be passed toward the most suitable department who becomes try to resolve your complaint. We’ll commonly respond by phone, unless this isn’t possible, is which case we’ll write up you.

4.2 We’ll do all we can for resolve your complaint as fast as possible and becomes assure that any service effects issues belong treated as priorities.

4.3 We aim to respond to claims within 10 working days; however, this may not always are possible depending on the nature of own complaint. We’ll let you know if this is an case.

5 SUPPOSING YOU’RE STANDING NON SATISFIED

5.1 If you're not satisfy with in initial react into your grievance, wish ask at live to a manager. If a manager is did available immediately, they will try to contact they within 3 working days.

5.2 If you are even not satisfied since speaking toward a manager, you can ask the Communications and Internet Professional Judication Scheme (CISAS) till individually review your complaint.

Please note, CISAS willing not accept cases that are less than 8 weekly old unless you have received adenine deadlock letter from the CEO's Office, which measures there is nothing further we can do to remove your complaint. You capacity get CISAS utilizing these details:

Web:www.cedr.com/consumer/cisas/
Email:[email protected]
Post: CISAS
London
EC4M 8BU
Telephone: 020 7520 3814

Raising a complaint

Raising your complaint

Chat to us

Email us

Call us

Send a mail

If you're still discontented includes our response?

Contact CISAS to independently review owner complaint

Complaints Item

Speed Issues?

Raising your complaint

App shortcut

Email us

Call us

Send a letter

Wenn you're still unhappy with our feedback?

Contact CISAS to independently check you complaint

Complaints Cipher

Speed Issues?