Legal & policies

Our goal is to get things right the first time; however, we understand that sometimes problems arise. When this occurs, we are dedicated to resolving the issue as quickly as possible.

If you are dissatisfied in any way, we want to hear from you as soon as possible so that we can help resolve the issue. While we hope you never need it, you can find our complaints procedure outlined below in case you need to file a complaint.

Step One - Letting us know

To contact us with a complaint you can reach us using the options below:

• Phone: 0330 088 0900
• Email: complaints@dial9.co.uk
• Post: Dial 9 Communications Limited, 124 City Road, London, EC1V 2NX

We ask that you provide your name, company, account number, and a full description of your complaint, along with your contact details so we can get back to you.

We endeavour to resolve all complaints within 5 working days, but if the issue is complex or of a technical nature it may take longer and, in such instances, we will keep in contact with you regularly.

Step Two - Escalating your complaint

If you're not completely happy with how our team is handling your complaint, you can ask that it is escalated to our senior management team, who will respond within two working days.

Step Three - Further support

If we’re unable to find a resolution that you're happy with, we will send you a letter or email to let you know that you can refer your complaint, at no cost, for independent consideration through Alternative Dispute Resolution.

If your complaint has not been resolved after 8 weeks or we have issued you with a final response or ‘deadlock’ letter, we will inform you of your right to seek alternative dispute resolution.

• Phone: 0330 440 1614
• Web: www.commsombudsman.org
• Email: enquiry@commsombudsman.org
• Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU