We aim to resolve every issue quickly and fairly. Here's how to raise a complaint and what happens next.
You can contact us by any of the following methods. We treat all complaints equally regardless of how they're submitted.
We handle all complaints in line with Ofcom's Approved Code of Practice for Complaints Handling (General Condition C4).
We will acknowledge your complaint within 2 business days and provide a reference number and the name of the person handling it.
We'll investigate promptly and fairly. We may ask for additional information to understand the issue fully.
We aim to resolve all complaints within 6 weeks of receipt and will keep you updated throughout.
If we cannot resolve your complaint within 6 weeks, or reach a position we cannot move from, we will issue a Deadlock Letter. This gives you the right to escalate to our independent ADR scheme, free of charge.
If your complaint remains unresolved after 6 weeks, or after we have issued a Deadlock Letter, you have the right to refer it to our Ofcom-approved ADR scheme. This service is free of charge to you.
High Tide Group Limited is a member of CISAS, operated by the Centre for Effective Dispute Resolution (CEDR) and approved by Ofcom.
You can also contact Ofcom for general guidance. Ofcom does not investigate individual complaints but monitors complaint trends.
| Ofcom contact | Details |
|---|---|
| Website | www.ofcom.org.uk |
| Telephone | 0300 123 3333 |
This complaints code applies to Domestic and Small Business Customers as defined in Ofcom's General Conditions — broadly, residential customers and businesses with fewer than 10 employees, in connection with telephone, VoIP, broadband, or connectivity services provided by High Tide Group.
Enterprise customers purchasing services solely under a bespoke Master Services Agreement should refer to the dispute resolution procedure in their MSA.
As a regulated communications provider, High Tide Group commits to: