Raising a complaint

CUSTOMER COMPLAINTS CODE

1             INTRODUCTION

1.1         This is our Customer Complaints Code and it was last updated on 26 February 2026.

1.2         At TalkTalk, we’re here to help. If something isn’t right, please tell us – we want to put it right for you. We’ll work hard to fix the issue as quickly as possible.  Your feedback really matters to us, as it helps us improve your experience and the service we provide to all our customers.

1.3         TalkTalk is a signatory to the industry automatic compensation scheme. For more information, please see About your auto compensation credit – TalkTalk Help & Support  

2             HOW YOU CAN MAKE A COMPLAINT

2.1         We understand that raising a complaint can be stressful, and our team is here to support you. They’re specially trained to listen, help, and aim to resolve things straight away. If we need a little more time, we’ll explain why and let you know clearly what will happen next and when you can expect an update.

You can contact an advisor using any of the following methods:

(a)          Live chat

Our live chat teams are available:

·        Monday to Friday between 8am & 9pm

·        Saturday between 8am & 7pm

·        Sunday between 9am & 7pm

Please visit our Contact Us page and select the topic you’d like to discuss with us, and we’ll give you the option of chatting online to one of our specially trained Live Chat agents.

b)            Phone

If you’d prefer to speak to one of our team, they are available:

·         Monday to Friday between 9am & 7pm

·        Saturday between 9am & 6pm

Please call us on 0345 172 0088 (free from any TalkTalk landline).

(c)          Email

Send your email to HereToHelp@talktalkplc.com   giving us as much information as possible about the issue.

Depending on the nature of your complaint, we may need to call you for us to better understand and resolve your issue.

Please include the following information:

(i)           your name
(ii)          the date the problem occurred
(iii)         your TalkTalk home telephone number
(iv)         the names of any agents or managers you may have dealt with
(v)          a description of your complaint; and
(vi)         any one of the following:

(A)             the 3rd and 6th characters of your TalkTalk account password

(B)             the answer to your personal security question

(C)             your TalkTalk account number

 

(d)          Post

If you'd like to write to us, please address your letter to:

TalkTalk Correspondence Dept.
PO Box 675
Salford
M5 0NL

In your letter, please include the following information as it will help us investigate your complaint more effectively:

(i)           your name
(ii)          the date the problem occurred
(iii)         your TalkTalk home telephone number
(iv)         the names of any agents or managers you may have dealt with
(v)          a description of your complaint; and
(vi)         any one of the following:

(A)             the 3rd and 6th characters of your TalkTalk account password

(B)             the answer to your personal security question

(C)             your TalkTalk account number

 

3             IF YOU NEED SPECIFIC HELP

3.1         We're committed to ensuring all customers can contact us easily. If you are unable to raise a complaint yourself, you may appoint a Nominated User to register a Power of Attorney on your account. Depending on the level of access you grant, they will be able to manage aspects of your TalkTalk account and act on your behalf.

               To set this up, please contact us initially. We will then provide you with the relevant application form to complete and return.  Once processed, your Nominated User or Power of Attorney will be authorised to make a complaint for you.

               If you choose not to formally register a representative, you may still ask someone else to contact us regarding your complaint.  However, if they are not already recorded on your account, we will need to speak with you first to confirm your consent before discussing any account information with them.

3.2         If you’re deaf or speech-impaired, you can contact us using the Next Generation Text Relay service. To do this, dial 18001 before calling 0345 172 0088 from a text relay phone.

3.3         If you require a copy of our Customer Complaints Code in an alternative format, we can also supply it in Braille, large print, coloured paper options and on audio CD. To request a copy in one of these formats, please call 0345 172 0088 (free from a TalkTalk landline).

 

4             HOW WE’LL INVESTIGATE YOUR COMPLAINT

4.1         When you get in touch with us, we’ll ask a few questions and review your account so we can understand what’s happened.  We’ll do our best to resolve your issue during the chat.  If we need help from another team, we’ll agree the best way to update you – by email, text, or phone – and let you know when you can expect to hear from us.

               If you’ve contacted us by email or letter, we may need more information.  Please let us know the best way to reach you when you write to us.

4.2         We’ll always aim to resolve your complaint as quickly as possible and will ensure that any service affecting issues are treated as priorities.

4.3         We aim to respond to complaints within 10 working days; however, this may not always be possible depending on the nature of your complaint.  We’ll keep you updated if this is the case.

5             IF YOU’RE STILL NOT SATISFIED

5.1         If you're not satisfied with our initial response to your complaint, please ask to speak to a manager. If a manager is not available immediately, they will try to contact you as soon as possible.

5.2         If you are still not satisfied after speaking to a manager, you can ask the Communications and Internet Services Adjudication Scheme (CISAS) to independently review your complaint.

Please note, CISAS will not accept cases that are less than 6 weeks old unless you have received a final position response (deadlock letter) from our High Level Complaints Team, which is our confirmation that there is nothing further we can do to resolve your complaint.

 

You can contact CISAS using these details:

Web:                    www.cedr.com/consumer/cisas/
Email:                   cisas@cedr.com
Post:                     CISAS
                                            100 St Paul’s Churchyard
                                            London
                                            EC4M 8BU

Telephone:          020 7520 3814