This Hyperoptic Complaints Code of Practice (“Complaints Code”) lets you know how to make a complaint and how to take your complaint further, if you need to. If you’re unhappy with any part of our service, please contact us and we’ll do our best to sort out your complaint or query.

ABOUT US

Hyperoptic Ltd (“Hyperoptic”) is a full fibre internet service provider (“ISP”). We’re a limited company registered in England and Wales under company number 07222543 and our registered office and main trading address is at Kings House, 174 Hammersmith Road, London, W6 7JP. Our VAT number is 164 6525 96.

We’re regulated in the UK by Ofcom, the UK communications regulator. We’re also a member of the UK Internet Service Providers Association (“ISPA”) and Communications Ombudsman (an independent alternative dispute resolution service).

ABOUT THIS COMPLAINTS CODE

Ofcom requires that all ISPs have a complaints code of practice to protect their:

• residential customers;
• small business customers (meaning business customers with 10 or fewer individual workers (including volunteers)); and
• customers which are small not-for-profit organisations (these are business customers with 10 or fewer individual workers (excluding volunteers) which, under their own constitutions or by law, are (a) required (after paying their expenses/outgoings) to use all their income, and any capital they spend, for charitable or public purposes and (b) prohibited from (directly or indirectly) distributing any of their assets to their members, except for charitable or public purposes).

If you are such a customer of our services, this Complaints Code applies to you and when we refer to you in this document, we use “Customer”, “you” or “your”.

You may also have rights under the law and/or under our Automatic Compensation Policy and this Complaints Code doesn’t affect them.

This Complaints Code covers the internet and/or telephone service (if you’ve chosen to use it) provided to you by Hyperoptic.

In this Complaints Code, all references to “we”, “us” or “our” are references to Hyperoptic.

HANDLING COMPLAINTS

Initial Complaint

We’re committed to addressing your complaints or queries as fairly and quickly as possible. All members of our staff are aware of our Complaints Code and will always follow it, to make sure this happens.

If you’re unhappy with our services please let us know as soon as you can by emailing or calling our Customer Support, using the contact details set out in this section below. If you prefer, you can send a letter to the address shown below (although this isn’t as fast). We’ll do our best to sort things out as quickly as possible. If you’re not able to make a complaint yourself, someone else that you’ve “nominated” to manage your customer account on your behalf can make the complaint for you. If you’ve not already nominated such a person, you can set this up in the “Profile” section of My Account. Alternatively, you can contact our Customer Support team (using the details below) and they can help you with this. You can contact our Customer Support on:

E-mail: support@hyperoptic.com

Telephone: 0333 332 1111

Live chat: via our website (https://www.hyperoptic.com/contact-us/)

Post: Hyperoptic Ltd, Kings House, 174 Hammersmith Road, London, W6 7JP (marked “Complaints”)

How We’ll Respond

We’ll try our best to sort out your complaint or query during your first call or chat with us, if you phone or use the Live chat option on our website to tell us about it. If you tell us about your complaint by email or post, we’ll try to sort things out within 48 working hours of receiving your complaint. Where it isn’t possible to sort things out so quickly, we’ll let you know the steps we plan to take to look further into and resolve your complaint. We’ll also give you timeframes in which we’ll try to do this. If you prefer to receive a written response from us, then please ask.

If You’re Not Satisfied

If, when we tell you the outcome of your complaint, you’re not fully satisfied with the way we handled it, or you think we haven’t resolved it completely, please send your complaint by email or post to our Customer Support using the contact details shown above. Once we’ve received your complaint, we’ll acknowledge it within 48 working hours and aim to respond to you within 10 working days.

Escalating Your Complaint

Once you have our response, if you’re still unhappy, you can escalate the problem to our Customer Relations Team. You can email them at complaints@hyperoptic.com or send them a letter at the address for “Post” set out above. Once they've received your email or letter, they’ll acknowledge it within 48 working hours and try their best to respond to you within 10 working days.
If, after this, you remain unhappy about how we handled your complaint, please let our Customer Relations Team know by email at complaints@hyperoptic.com or letter at the address for “Post” set out above and they will further escalate it to our Customer Relations Team Lead. You’ll receive an acknowledgement to your email or letter within 48 working hours and our Customer Relations Team Lead will try their best to respond to you within 10 working days.

Resolved Complaints

We’ll treat your complaint as resolved in a way you’re happy with, if:

• you’ve clearly let us know that this is the case; or
• when we’ve told you the outcome of our investigation into your complaint, you don’t tell us within 28 days that you think the complaint is still unresolved.

Independent Adjudication

If we can’t sort out your complaint (in a way you’re happy with) within a period of 8 weeks, or if we decide before the 8 weeks are up that we can’t do anything more to resolve things, we’ll issue a “deadlock” letter. You can then, if you choose, complaint through Communications Ombudsman. Communications Ombudsman offers an independent alternative dispute resolution scheme. It’s approved by Ofcom for the handling of consumer disputes. Its services are free of charge for our Customers (to whom this Complaints Code applies).

You can contact Communications Ombudsman by telephone on 0330 440 1614, by email at enquiry@commsombudsman.org or via its website, www.commsombudsman.org.

Please note that Communications Ombudsman will only deal with your complaint if you’ve first followed Hyperoptic’s internal complaints procedure in full. If Communications Ombudsman does deal with your complaint then an independent adjudicator will decide how your issue should be resolved, based on the details of your complaint.

If you’re unhappy with the way we or Communications Ombudsman deal with your complaint, you can contact Ofcom, the independent regulator and competition authority for the UK communications industries, at Ofcom Contact Centre, Riverside House, 2A Southwark Bridge Road, London SE1 9HA, Tel: +44 (0) 300 123 3333 or +44 (0) 20 7981 3040, website: www.ofcom.org.uk

You can also get further help and advice from your local Citizens Advice Bureau but this isn’t part of our formal complaints procedure.

Ofcom Approved Complaints Code (“OACC”)

We follow the OACC when dealing with complaints from our Customers. You can find the OACC here: Ofcom-approved-complaints-code-of-practice-for-customer-service-and-complaints-handling-December-2021.pdf.

NUMBER PORTING COMPENSATION SCHEME

If you choose to use our telephone service, you can ask your existing telephone provider to transfer (or “port”) your old number to our service. If the porting is possible, we’ll email you with a “porting date”. We do this after agreeing the date with your existing telephone provider (which depends on all the “Activation Steps” needed for the transfer being in place). If the number transfer hasn’t happened 1 business day after the porting date, you can claim compensation from us. Compensation will be payable from the 2nd business day after the porting date, until the date the number porting is complete. For more information on this process and the “Activation Steps” needed, please see clause 13 of our Residential Customer Terms of Service.
We calculate the compensation you’re due by dividing your applicable monthly subscription payment (including any discount being applied) by the number of days in that month and then multiplying this by the number of days’ delay for which you can claim compensation. Minimum credit of £3. Any compensation awarded will be added to your next monthly bill (as a credit). Any compensation you’re awarded will fully and finally settle any claim you may have against us (now or in the future) in respect of the delay.

AUTOMATIC COMPENSATION POLICY

Sometimes, when things go wrong and there’s a delay in providing you with the internet service or telephone service that you ordered from us, or a delay in repairing a fault in these services, or one of our engineers misses an appointment you’ve arranged with us to have these services installed or repaired, we might compensate you automatically. You can find further details about this in our Automatic Compensation Policy.

HOW TO GET A COPY OF THIS COMPLAINTS CODE

This Complaints Code is published on our website at www.hyperoptic.com. If you’ve any questions about the Complaints Code, or would like to receive a paper copy, please contact our Customer Support by sending an email to support@hyperoptic.com or phoning 0333 332 1111, or writing to us at

Hyperoptic Ltd
Kings House,
174 Hammersmith Road,
London,
W6 7JP

marked for the attention of “Customer Support”.

CUSTOMERS WITH SPECIAL NEEDS

Hyperoptic welcomes all customers, including those with special needs. We’re committed to providing a supportive and non-discriminatory environment. To help our customers with special needs, we can supply large print, Braille or audio versions of this Complaints Code and any of our literature, including all our legal pages, on request. For this or any other help with special needs (i) when using our services or (ii) in relation to an agreement for services you have with us, you can contact our Customer Support by email, telephone or letter (as set out in the previous paragraph).

DATE

This Complaints Code of Practice is effective from 5th December 2023.