Complaints code of practice

How to complain

Use the complaints form on our website, email us, call us during opening hours or write to our registered office. Tell us your account or order reference if you have one, what went wrong and what outcome would resolve it.

What we do

• We acknowledge your complaint and record the date it was raised.
• A named owner investigates and keeps you updated.
• We aim to resolve most complaints within ten working days.
• We confirm our decision and any action or goodwill in writing if you ask.

If you are not satisfied

Ask for your complaint to be reviewed by a manager. We will look at it again independently of the person who handled it first.

Independent dispute resolution

If your complaint is not resolved, or we tell you we have reached deadlock, you may be able to refer it to an independent alternative dispute resolution scheme free of charge. We will confirm in writing which scheme applies to your complaint, how to contact it and the point at which you can escalate. The scheme's decision is binding on us if you accept it.

Accessible formats

We will provide this code in large print or another reasonable format free of charge on request, and we will support you to complain in whichever way is easiest for you.

AVANTI COMMS LTD. Company number 15990889. Registered office: 128 City Road, London, United Kingdom, EC1V 2NX.