Complaints Procedure
Cambridge Fibre Networks aims to resolve all complaints quickly, ideally during your initial contact with us. We have a formal four-step escalation process for residential customers and small businesses. We may monitor or record calls and chats for training and quality improvement purposes.
How to Contact Us
Phone: 01223 800085 (Monday to Friday 9:00am-6:00pm, Saturday 10:00am-4:00pm). Email: support@cambridgefibre.uk. Post: Customer Services, Cambridge Fibre Networks, 21 Signet Court, Cambridge, CB5 8LA.
Step 1 and Step 2
Step 1: Contact Us
Contact us by phone or in writing with the following details: a description of the problem, the service affected, when it occurred, when you first raised the issue, and your desired resolution. We aim to acknowledge your complaint within one working day and resolve straightforward issues within three working days.
Step 2: Manager Escalation
If you are not satisfied with our initial response, you can request escalation by writing to the Complaints Manager at Cambridge Fibre Networks, 21 Signet Court, Cambridge, CB5 8LA. Please include your complaint reference number. You will receive a written response within ten working days.
Step 3 and Step 4
Step 3: ISPA
If your complaint remains unresolved after manager review, you may contact ISPA (Internet Service Providers’ Association) for an independent review. Phone: 020 3397 3304. Email: admin@ispa.org.uk. Website: ispa.org.uk/consumers/complaints
Step 4: Communications Ombudsman
If your complaint remains unresolved after twelve weeks, or if you receive a deadlock letter from us, you can escalate to the Communications Ombudsman. Phone: 0330 440 1614. Email: osenquiries@os-communications.org. Post: PO Box 730, Warrington, WA4 6WU.
Ombudsman Limitations
The Communications Ombudsman cannot review issues involving non-customers, internal wiring or pole locations, internet content complaints, employment matters, or complaints from certain large businesses.