TalkTalk Help

How do I make a complaint?

At TalkTalk, we take complaints very seriously, and we'll try to fix anything you're unhappy with as quickly and effectively as we can. Your complaints give us a chance to put things right and help us improve our service to all our customers.

To download a copy of our complaints code, please visit this page.

Our customer service advisors are trained to deal with customer complaints, and should be the first people you contact. They will always attempt to resolve your complaint as quickly as possible. You can contact an advisor using any of the following methods:

 

By phone

This is the best way for you to complain, as it's the quickest way to get through to us. Depending on the subject of your complaint, please call one of the numbers listed below:

  • For complaints about your TV, landline or broadband service call 0870 444 1820 (free from any TalkTalk landline)
  • For complaints about your TalkTalk Mobile service call 0870 087 8751 (free from any TalkTalk mobile)

Call charges from other providers will vary, and calls from mobiles will cost substantially more. Lines are open during 8am-8pm (Monday to Friday), 9am-6pm (Saturdays) and 10am-5pm (Sundays and bank holidays).

 

By Email

You can use our online email form to send us your complaint. Simply select the relevant subject and you will be presented with the most appropriate contact options as well as online support. Depending on the nature of your complaint, we may need you to call us in order for us to better understand and resolve your issue.

We try to reply to every complaint we receive via email within 72 hours.

 

By post

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

Customer Relations Department
TalkTalk Group

P.O. Box 360, Southampton, SO30 2LY

We try to reply to every complaint we receive by post within 7 working days of receipt. In your letter, please include the information listed below. This will help us investigate your complaint more effectively.

  • Your name
  • The date the problem occurred
  • Your TalkTalk home telephone number
  • The names of any customer service advisors or managers you may have dealt with
  • A description of your complaint

and any one of the following:-

  • The 3rd & 6th characters of your TalkTalk account password, or
  • The answer to your Personal Security Question, or
  • The last 4 digits of the bank account or card number you use to pay your TalkTalk bill, or
  • Your TalkTalk account number

 

Do you need specific help?

We're committed to helping all customers contact us easily. If you can't send a complaint to us yourself, you can nominate someone to do it for you. If you've set up a nominated user for your account by completing and returning a Nominated User Application form, the nominated person can make the complaint on your behalf. Otherwise, you can ask someone else to make the complaint for you. However, when they contact us, we will first need you to verify that you are happy with this.

If you are deaf or speech-impaired, you can contact us using the Text Relay service. To do this, dial 18001 before calling 0870 444 1820 from a text relay phone.

If you require a copy of our complaints procedure in an alternative format, we can also supply it in Braille, large print and on audio CD. To request a copy in one of these formats, please call 0870 444 1820 (free from a TalkTalk phone).

 

What happens if I'm not satisfied?

If you're not satisfied with our initial response to your complaint, please ask to speak to a manager. If a manager is not available immediately, they will try to contact you within 2 working days.

If you are still not satisfied after speaking to a manager, you may ask the manager to escalate your complaint to our CEO's office. Please give the manager the opportunity to resolve your complaint first before contacting the CEO's office. You can also send your complaint directly by post to the address below. The CEO's office try to respond to every complaint received within 5 working days of receipt. You will be assigned a dedicated person who will own your complaint and keep you fully updated.

Head of Complaints- CEO's Office
TalkTalk Group
P.O. Box 344, Unit 19, Southampton, SO30 2NP

If you are still not satisfied after speaking with the CEO's office, you can ask the telecommunications ombudsman, Ombudsman Service: Communications to independently review your complaint.

Please remember that the ombudsman will not accept cases that are less than 8 weeks old unless you have received a deadlock letter from the CEO's office, which means there is nothing further we can do to resolve your complaint. You can contact the ombudsman using these details:

Web: www.ombudsman-services.org/communications.html

Phone: 0845 050 1614

Textphone: 0845 051 1513

Email: enquiries@os-communications.org

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