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.
| complaints@pc-q.co.uk | |
| 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
enquiry@commsombudsman.org
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
dataprotection@pc-q.co.uk. 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.