Raising a complaint
We take all complaints very seriously and our trained advisors will do everything they can to resolve your issue as quickly and effectively as possible. Your complaints give us a chance to put things right and help us improve our service for all our customers.
You can raise a complaint with us via live chat . If we're unable to resolve your complaint within the agreed timescales you can contact CISAS (details below), an independent dispute resolution provider.
We're committed to helping all customers contact us easily. If you can't send a complaint to us yourself, you can nominate someone to do it for you. If needed, you can set up a Nominated User for your account so that someone else can make the complaint on your behalf. You'll either need to download a Nominated User Form through My Account or contact us to request that one be sent to you. Once you've filled it in and returned it to us, we will update this on your account within 28 days of receiving the completed form.
If you require a copy of our complaints procedure in an alternative format, such as Braille, large print, audio CD or coloured paper, please get in touch with us to request a copy on 0345 172 0088 , free from a TalkTalk phone.
Raising your complaint
Our customer service advisors are trained to deal with customer complaints and will do everything they can to resolve your issue. We'd recommend that you raise your complaint via live chat . Alternatively, you can speak to us on 0345 172 0088 . If we're unable to resolve your complaint within the agreed timescales you can contact CISAS, an independent dispute resolution provider.
Chat to us
You can raise your complaint with one of our chat agents, available 7 days a week, 365 days a year. Select the topic/team you would like to raise your complaint against when prompted.
You can complain by email by contacting us at HereToHelp@talktalkplc.com . Depending on the nature of your complaint, we may need you to call us for us to better understand and resolve your issue.
In your email, 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 customer service advisors 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) first line of address and postcode on the account; or
(D) your TalkTalk account number.
Calling us is the best way for you to raise your complaint, as it's the quickest way to get through to us. Depending on the nature of your complaint, please call one of the numbers listed below:
- For complaints about your TV, landline or broadband service (including fibre) call 0345 172 0088
- For complaints about your TalkTalk Mobile service call 0345 172 0044
Free from your TalkTalk phone, calls from non-TalkTalk lines charged at 3p per minute plus your
phone company's access charge. If you’re hearing or speech-impaired, you can contact us using the Next Generation Text Relay service or the Text Relay Service. To do this dial 18001 before calling 0345 1720088, from a text relay phone
If you'd like to write to us, please address your letter to:
TalkTalk (TTR)
PO Box 675
Salford
M5 0NL
To help us deal with your query quickly, please confirm the following information.
-
Your full name
-
Your TalkTalk phone or mobile number
-
Your signature
And one of the following:
-
The 3rd & 6th characters of the password we ask for when you speak to Customer Services
-
The last 4 digits of the bank account number or payment card you use to pay for your service
-
Your TalkTalk account number
-
Personal security answer provided when you step up your TalkTalk account
If you chose to write to us, your letter will be given to one of our specialist agents who will always attempt to contact you by telephone to resolve your query.
If you're not satisfied with our initial response, please ask to speak to a manager. If a manager is not available immediately, they'll try to contact you within three working days.
1 INTRODUCTION
1.1 This is our Customer Complaints Code and it was last updated on 7 December 2023.
1.2 At TalkTalk, we take complaints very seriously. We'll try to fix anything you're unhappy with as quickly and effectively as we can. Your complaints give us a chance to put things right and help us improve our service to all our customers.
1.3 TalkTalk is a signatory to the industry automatic compensation scheme. For more information, please see our website, About your auto compensation credit
2 HOW YOU CAN MAKE A COMPLAINT
Our customer service advisors are trained to deal with customer complaints and should be the first people you contact. They will always attempt to resolve your complaint on the first contact, however, if this is not possible, we will make you aware of the reasons why and will set timescales for your complaint to be resolved.
You can contact an advisor using any of the following methods:
(a) By live chat
Our live chat teams are available Monday – Friday between 9am & 9pm, Saturday 9am & 7pm and Sunday 9am & 6pm, and are the best way for you to contact us. 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) By email
You can complain by email by contacting us at HereToHelp@talktalkplc.com . Depending on the nature of your complaint, we may need you to call us for us to better understand and resolve your issue. Please include the information noted in paragraph 2.1(d) below.
Your email will be given to one of our specialist agents who will always try to contact you using the most suitable method available, this could be either telephone, email, Letter or SMS to resolve your query.
(c) By phone
If you’d prefer to speak to one of our team, our Customer Service agents are available Monday to Friday between 9am & 7pm, and Saturday 9am & 6pm. Depending on the nature of your query, please call one of the numbers listed below:
- for complaints about your TV, phone line or broadband (including fibre) service, call 0345 172 0088 (free from any TalkTalk landline); and
- for complaints about your mobile service, call 0345 172 0044 (free from any TalkTalk mobile). Call charges from other providers will vary and calls from mobiles will cost substantially more.
(d) By 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 customer service advisors 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) first line of address and postcode on the account
(D) your TalkTalk account number.
(d) By email
You can complain by email by contacting us at HereToHelp@talktalkplc.com . Depending on the nature of your complaint, we may need you to call us for us to better understand and resolve your issue. Please include the information noted in paragraph 2.1(c) above.
If you choose to write to us, your letter will be given to one of our specialist agents who will always try to contact you using the most suitable method available, this could be either telephone, email, Letter or SMS to resolve your query.
3 IF YOU NEED SPECIFIC HELP
We're committed to helping all customers contact us easily. If you can't send a complaint to us yourself, you can nominate someone to do it for you. If you've set up a nominated user for your account by completing and returning a Nominated User Application Form, the nominated person can make the complaint on your behalf. Otherwise, you can ask someone else to make the complaint for you. However, when they contact us, we will first need you to verify that you are happy with this.
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.
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 If you contact us by:
(a) live chat or phone, we’ll find out more about your complaint, review any details we hold about you on our systems and try our best to resolve your issue whilst you’re chatting to our advisor. If our advisor is unable to resolve your complaint whilst you’re chatting, we’ll explain why, tell you how long we think it’ll take to fully resolve your complaint and explain how we’ll keep you updated; or
(b) letter, we’ll review your complaint in full taking into account any details we hold about you in our systems. Your complaint will then be passed to the most suitable department who will try to resolve your complaint. We’ll normally respond by phone, unless this isn’t possible, in which case we’ll write to you.
4.2 We’ll do all we can to resolve your complaint as fast 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 let you know 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 within 3 working days.
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 8 weeks old unless you have received a deadlock letter from the CEO's Office, which means 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
London
EC4M 8BU
Telephone: 020 7520 3814
You can also download a copy of our Customer Complaints Code PDF 141KB
Please remember that CISAS will not accept cases that are less than 8 weeks old unless you have received a deadlock letter from the CEO's office, which means there is nothing further we can do to resolve your complaint. You can contact them using these details:
- Web: www.cedr.com/consumer/cisas/
- Phone: 020 7520 3814
- Textphone: 020 7520 3767
- Email: cisas@cedr.com
- Address:
CISAS,
100 St Paul’s Churchyard,
London,
EC4M 8BU
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ADR, Ofcom, compensation
Raising your complaint
You can raise your complaint via chat. Available Monday - Saturday between 9am - 5:30pm (Wednesdays 9:30am - 5:30pm).
Alternatively, you can speak to us on 0345 172 0088 . Our customer service advisors are trained to deal with customer complaints and will do everything they can to resolve your issue.
If we're unable to resolve your complaint within the agreed timescales you can contact CISAS: www.cedr.com/consumer/cisas/ , an independent dispute resolution provider.
If you require a copy of our complaints code in an alternative format, such as Braille, large print, audio CD or coloured paper, get support and chat with us in the PLUS app. Download the app to contact us.
You can complain by email by contacting us at HereToHelp@talktalkplc.com . Depending on the nature of your complaint, we may need you to call us for us to better understand and resolve your issue.
In your email, 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 mobile telephone number;
(iv) the names of any customer service advisors 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) first line of address and postcode on the account; or
(D) your TalkTalk account number.
If you're unable to contact us via live chat on the TalkTalk PLUS App or by email, please call us on 0345 172 0088 . Free from any TalkTalk landline. Calls from non-TalkTalk lines are charged at 3p per minute plus your phone company's access charge. If you’re hearing or speech-impaired, you can contact us using the Next Generation Text Relay service or the Text Relay Service. To do this dial 18001 before calling 0345 1720088, from a text relay phone.
If you'd like to write to us, please address your letter to:
TalkTalk (TTR)
PO Box 675
Salford
M5 0NL
To help us deal with your query quickly, please confirm the following information.
- Your full name
- Your mobile number
- Your signature
And one of the following:
- The last 4 digits of the bank account number you use to pay for your service
- Your TalkTalk account number
- Personal security answer provided when you step up your TalkTalk account
If you chose to write to us, your letter will be given to one of our specialist agents who will always attempt to contact you by telephone to resolve your query.
If you're not satisfied with our initial response, please ask to speak to a manager. If a manager is not available immediately, they'll try to contact you within three working days.
1 INTRODUCTION
1.1 This is our Customer Complaints Code and it was last updated on 7 December 2023.
1.2 At TalkTalk, we take complaints very seriously. We'll try to fix anything you're unhappy with as quickly and effectively as we can. Your complaints give us a chance to put things right and help us improve our service to all our customers.
1.3 TalkTalk is a signatory to the industry automatic compensation scheme. For more information, please see our website, About your auto compensation credit
2 HOW YOU CAN MAKE A COMPLAINT
Our customer service advisors are trained to deal with customer complaints and should be the first people you contact. They will always attempt to resolve your complaint on the first contact, however, if this is not possible, we will make you aware of the reasons why and will set timescales for your complaint to be resolved.
You can contact an advisor using any of the following methods:
(a) By live chat
Our live chat teams are available Monday – Friday between 9am & 9pm, Saturday 9am & 7pm and Sunday 9am & 6pm, and are the best way for you to contact us. 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) By email
You can complain by email by contacting us at HereToHelp@talktalkplc.com . Depending on the nature of your complaint, we may need you to call us for us to better understand and resolve your issue. Please include the information noted in paragraph 2.1(d) below.
Your email will be given to one of our specialist agents who will always try to contact you using the most suitable method available, this could be either telephone, email, Letter or SMS to resolve your query.
(c) By phone
If you’d prefer to speak to one of our team, our Customer Service agents are available Monday to Friday between 9am & 7pm, and Saturday 9am & 6pm. Depending on the nature of your query, please call one of the numbers listed below:
- for complaints about your TV, phone line or broadband (including fibre) service, call 0345 172 0088 (free from any TalkTalk landline); and
- for complaints about your mobile service, call 0345 172 0044 (free from any TalkTalk mobile). Call charges from other providers will vary and calls from mobiles will cost substantially more.
(d) By 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 customer service advisors 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) first line of address and postcode on the account
(D) your TalkTalk account number.
(d) By email
You can complain by email by contacting us at HereToHelp@talktalkplc.com . Depending on the nature of your complaint, we may need you to call us for us to better understand and resolve your issue. Please include the information noted in paragraph 2.1(c) above.
If you choose to write to us, your letter will be given to one of our specialist agents who will always try to contact you using the most suitable method available, this could be either telephone, email, Letter or SMS to resolve your query.
3 IF YOU NEED SPECIFIC HELP
We're committed to helping all customers contact us easily. If you can't send a complaint to us yourself, you can nominate someone to do it for you. If you've set up a nominated user for your account by completing and returning a Nominated User Application Form, the nominated person can make the complaint on your behalf. Otherwise, you can ask someone else to make the complaint for you. However, when they contact us, we will first need you to verify that you are happy with this.
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.
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 If you contact us by:
(a) live chat or phone, we’ll find out more about your complaint, review any details we hold about you on our systems and try our best to resolve your issue whilst you’re chatting to our advisor. If our advisor is unable to resolve your complaint whilst you’re chatting, we’ll explain why, tell you how long we think it’ll take to fully resolve your complaint and explain how we’ll keep you updated; or
(b) letter, we’ll review your complaint in full taking into account any details we hold about you in our systems. Your complaint will then be passed to the most suitable department who will try to resolve your complaint. We’ll normally respond by phone, unless this isn’t possible, in which case we’ll write to you.
4.2 We’ll do all we can to resolve your complaint as fast 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 let you know 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 within 3 working days.
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 8 weeks old unless you have received a deadlock letter from the CEO's Office, which means 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
London
EC4M 8BU
Telephone: 020 7520 3814
You can also download a copy of our Customer Complaints Code PDF 141KB
Please remember that CISAS will not accept cases that are less than 8 weeks old unless you have received a deadlock letter from the CEO's office, which means there is nothing further we can do to resolve your complaint. You can contact them using these details:
- Web: www.cedr.com/consumer/cisas/
- Phone: 020 7520 3814
- Textphone: 020 7520 3767
- Email: cisas@cedr.com
- Address:
CISAS,
100 St Paul’s Churchyard,
London,
EC4M 8BU
Speed Issues?
You can use our broadband speed check-up to check your current speeds and get tips and advice for improving them.