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Residential customer complaints policy

GoFibre Complaints Policy

Our Mission

At GoFibre, our mission is to connect local people and businesses to an independent network built for a digital future. We are committed to treating our customers fairly, acting transparently, and resolving issues quickly and effectively.

We understand that sometimes things don’t go as planned. When that happens, we welcome feedback and complaints as an opportunity to put things right and improve our service.

This policy explains how customers can raise a complaint, what they can expect from us, and how unresolved complaints can be taken forward.

Purpose of this Policy

This Complaints Policy is designed to:

  • Explain what constitutes a complaint
  • Set out how customers can raise a complaint
  • Describe how GoFibre will investigate and resolve complaints
  • Outline escalation routes, including independent dispute resolution

This policy complies with the complaints handling requirements set out by Ofcom.

Policy Scope

This policy applies to residential GoFibre customers and covers complaints relating to but not exclusively:

  • Broadband service delivery or faults
  • Billing and payments
  • Customer service interactions
  • How a previous issue or complaint has been handled

What is a Complaint?

A complaint is an expression of dissatisfaction made to GoFibre about:

  • Our services
  • Our charges or billing
  • Our customer service
  • Our handling of a previous issue

Requests for information, routine service requests, or fault reports are not classed as complaints unless dissatisfaction is expressed.

How to Raise a Complaint

Customers can raise a complaint using any of the following methods:
Email: complaints@gofibre.co.uk
Phone: 08000 590 980
Post:
GoFibre Broadband Ltd
Floor 8, Exchange Tower
19 Canning Street
Edinburgh
EH3 8EG

When contacting us, customers should include:

  • Their name and service address
  • Account details (if available)
  • Preferred Contact Details (we prefer phone number and email address)
  • A clear description of the issue
  • What outcome they are seeking

What We'll Do When You Complain

Acknowledgement

We will acknowledge complaints within 5 working days of receipt.

Investigation & Resolution

We aim to resolve complaints within 10 working days. If resolution is likely to take longer, we will explain why and keep the complainant informed of progress.

Escalation

If a complaint cannot be resolved at first contact, it will be escalated.
At escalation stage:

  • A named senior member of the GoFibre team will take ownership
  • The customer will be given clear contact details
  • Progress updates will be provided until resolution

Closing a Complaint

A complaint will be considered resolved when:

An agreed outcome has been reached, or we have explained our final position and no further action is possible

We will retain a record of the complaint and outcome. If the same issue reoccurs, the complaint can be reopened and escalated quickly.

Deadlock & Alternative Dispute Resolution (ADR)

If we are unable to resolve a complaint to the customer’s satisfaction, or if 6 weeks have passed since the complaint was first raised, the customer has the right to refer the matter to our independent Alternative Dispute Resolution (ADR) provider.

GoFibre is a member of CISAS (Communications & Internet Services Adjudication Scheme).

CISAS is an independent and approved by Ofcom ADR and is free to use. Customers do not need GoFibre’s permission to access ADR.

If a customer accepts the CISAS decision, GoFibre will comply with the outcome within 20 working days.

Accessibility & Additional Support

We are committed to ensuring our complaints process is accessible to all customers. Customers are encouraged to let us know if they need extra assistance at any stage of the complaints process.

  • Alternative formats can be provided on request
  • Reasonable adjustments will be made for customers who need additional support
  • Vulnerable customers will be supported in line with our Vulnerable Customer Policy

Monitoring & Continuous Improvement

We regularly review complaints to:

  • Identify trends and root causes
  • Improve processes and customer experience
  • Ensure continued compliance with regulatory requirements

This policy is reviewed at least annually, or sooner if regulatory changes require it.