Complaints Procedure

Version 1.0 · Effective 1 November 2026

---

We would rather know when something has gone wrong than not. If you are unhappy with something we have done, here is how to raise it and what will happen.

---

Making a complaint

You can complain by any of these routes. Use whichever is easiest.

Email	[email protected]
Telephone	01686 411000
Post	PCQ Solutions Ltd, Cambrian House, Llanidloes, Powys, SY18 6BX

It helps if you can tell us:

• your name and the organisation you are with
• what happened, and roughly when
• any reference numbers you have
• what you would like us to do about it

You do not need to use the word “complaint” or write formally. If you tell us you are unhappy, we will treat it as a complaint.

---

What happens next

Within two working days we will acknowledge your complaint and tell you who is dealing with it.

Within ten working days we will give you a full response. If the matter is complex and we need longer, we will tell you why and when you can expect an answer.

We will tell you plainly what we found, whether we think something went wrong, and what we are going to do about it. If we got something wrong we will say so.

---

If you are not satisfied

Tell the person handling your complaint that you want it escalated. It will go to the Managing Director, who will review it and respond within ten working days.

---

Communications services — independent adjudication

If your complaint concerns a broadband, telephony or mobile service, and either:

• six weeks have passed since you first complained and it is unresolved, or
• we have written to you to say we have reached deadlock

then you can refer the matter to an independent adjudicator free of charge. This is available to residential customers and to small business customers — defined as an organisation for which no more than ten individuals work.

We are a member of the Communications Ombudsman, one of the two dispute resolution schemes appointed by Ofcom for the communications sector.

Communications Ombudsman P.O. Box 730, Warrington, WA4 6WU 0330 440 1614 — Monday to Friday, 8am to 6pm [email protected] commsombudsman.org/raise-dispute

If we send you a deadlock letter, you have 12 months from the date of that letter to take your complaint to them.

The adjudicator is independent of us. Their decision is binding on us if you accept it. You do not have to accept it, and using the scheme does not affect your legal rights.

We will tell you about this route whenever it becomes available to you, rather than waiting for you to ask.

---

Complaints about personal data

If your complaint is about how we have handled personal data, please raise it with us first at [email protected]. You also have the right to complain to the Information Commissioner’s Office at any time:

Information Commissioner’s Office Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF 0303 123 1113 · ico.org.uk/make-a-complaint

---

How we use complaints

We record every complaint and review them periodically to spot patterns. Several complaints about the same thing usually means the thing needs fixing rather than the complaints need handling.

---