Complaints Code

Please read this Complaints Code carefully. It sets out how Optua handles complaints, the timeframes for resolution, your rights to escalate complaints, and how to access independent dispute resolution.

If you require an accessible version, for example by PDF or by post, please contact us at contactus@optua.co.uk

1. Introduction

1.1 At Optua Telecommunications Limited ("Optua", "we", "us", "our"), we are committed to providing excellent customer service and maintaining high standards across all aspects of our telecommunications and connectivity services. We understand that sometimes things may not go as expected, and we take every complaint seriously.

1.2 This Complaints Code of Practice explains how we handle complaints, what you can expect from us, and your rights as a customer. This code complies with Ofcom's General Conditions of Entitlement and follows the requirements set out in the Communications Act 2003. It also complies with applicable Scottish law, including the Consumer Scotland Act 2020, and is governed by Scots law.

1.3 Our legal name is Optua Telecommunications Limited, registered in Scotland under company number SC872607. Our registered office is located at 2nd Floor, 48 West George Street, Glasgow, G2 1BP, United Kingdom.

2. What is a complaint?

2.1 A complaint is an expression of dissatisfaction about our service, charges, or the way we have handled your account that requires a response from us. Complaints may relate to:

(a) Service quality issues (slow speeds, connection problems, outages, network failures);
(b) Billing disputes or unexpected charges;
(c) Billing errors or incorrect account information;
(d) Installation or repair delays;
(e) Engineer conduct or professionalism;
(f) Customer service experiences;
(g) Contract or terms disputes;
(h) Data protection or privacy concerns;
(i) Accessibility issues for disabled users;
(j) Failure to provide services in accordance with our commitments;
(k) Issues relating to switching or porting services;
(l) Credit checking decisions or credit-related matters;
(m) Any other matters affecting your service provision or our conduct towards you.

2.2 General enquiries, service requests, requests for information, sales enquiries, or requests for account information are not complaints and will be handled through our normal customer service channels. However, if you raise concerns about how your enquiry or request was handled, this may constitute a complaint.

3. How to make a complaint

3.1 You can submit a complaint to us through any of the following channels. We encourage you to use the method most convenient for you.

Online Support

3.2 Customers can submit a complaint through our online complaint form

Website: www.optua.co.uk
Online complaints form: www.resolve.optua.co.uk

Email

3.3 General Complaints and Customer Support: contactus@optua.co.uk

Telephone

3.4 Customer Service Centre: 0800 054 8330 (free to call from UK landlines and mobile networks)

We provide this free telephone number to ensure all customers, regardless of circumstances, can raise complaints easily.

Post

3.5 Customer Complaints Team Optua Telecommunications Limited
2nd Floor
48 West George Street
Glasgow
G2 1BP
United Kingdom

Alternative Formats

3.6 If you require assistance making a complaint due to a disability, language barrier, or any other accessibility need, please let us know and we will make reasonable adjustments to help you. You can request:

(a) Complaints information in large print or Braille;
(b) Audio format complaints procedures;
(c) Easy-read versions of our Complaints Code;
(d) Translation into another language;
(e) Assistance from a representative or advocate;
(f) Extended timeframes for submitting complaints.

3.7 Please contact our Accessibility Team on contactus@optua.co.uk or call 0800 054 8330 to discuss your accessibility needs.

4. Information to include in your complaint

4.1 To help us resolve your complaint quickly and effectively, please provide as much of the following information as possible:

(a) Your full name;
(b) Your account details (account number, service address, postcode);
(c) Contact information (email address, telephone number, preferred contact method);
(d) A clear, detailed description of the problem or issue;
(e) The date the problem started or occurred;
(f) A timeline of events if the issue has occurred over time;
(g) What you have already done to try to resolve it;
(h) What outcome you are looking for (explanation, correction, service credit, compensation, etc.);
(i) Any relevant documentation (bills, emails, correspondence, screenshots, photographs, order confirmations);
(j) Whether you consider yourself a vulnerable customer (optional—see Section 9).

4.2 Providing complete information helps us investigate your complaint thoroughly and reach a resolution more quickly. However, if you cannot provide all this information, please still submit your complaint—we will work with you to gather any missing details.

5. How we handle your complaint

Acknowledgment of Your Complaint

5.1 We will acknowledge your complaint within 2 working days of receiving it. Our acknowledgment will include:

(a) A unique complaint reference number for tracking purposes;
(b) Confirmation of how we received your complaint;
(c) A summary of what we understand your complaint to be about;
(d) The name of the person responsible for handling your complaint;
(e) Our expected timeframe for providing a full response;
(f) Contact details for follow-up queries;
(g) Information about your right to complain to an Alternative Dispute Resolution (ADR) scheme if you remain dissatisfied;
(h) Details of how to contact us if you need any adjustments due to accessibility requirements.

5.2 If you have difficulty understanding our acknowledgment, or if you require it in an alternative format, please contact us immediately and we will arrange this.

Our Investigation Process

5.3 We will investigate your complaint thoroughly, fairly, and impartially. Our investigation process typically includes:

(a) Reviewing your account history and service records in full;
(b) Checking technical systems and network performance data for the relevant dates;
(c) Speaking with relevant team members who dealt with your issue;
(d) Requesting additional information from you if needed to clarify the complaint;
(e) Liaising with third-party service providers, network operators, or engineers where relevant;
(f) Checking all relevant policies, procedures, and contractual obligations;
(g) Assessing whether we have failed to meet our commitments or obligations to you;
(h) Considering any financial impact or inconvenience caused to you.

Communication During Investigation

5.4 We will keep you informed throughout the investigation process:

(a) We will provide you with updates on the progress of your complaint;
(b) If we need additional information from you, we will contact you with a clear timeframe for providing this;
(c) If we anticipate that resolution will take longer than our standard timeframes, we will notify you in advance with a revised timeframe;
(d) We will explain any delays and the reasons for them;
(e) We can agree an alternative contact method if this is more accessible for you.

Complaint Resolution Timeframes

5.5 Our commitment is to resolve complaints as quickly as possible:

(a) Standard Timeframe: Most complaints are resolved within 6 weeks of first contact with us;
(b) Complex Complaints: In cases where investigation is complex (such as multiple service issues, historical disputes, or third-party involvement), we may require up to 8 weeks to provide a full response. We will inform you of this timeframe within 2 working days of receiving your complaint;
(c) Urgent Issues: If your complaint relates to service-affecting problems (such as complete loss of service, emergency service access problems, or issues affecting vulnerable customers), we will prioritize your complaint and aim to provide an initial response within 1 working day;
(d) Accessibility Extensions: If you are a vulnerable customer or require accessibility adjustments, we may agree an extended timeframe with you to ensure you have sufficient time to engage with our complaints process.

6. Complaint resolution

6.1 When we resolve your complaint, we will provide you with:

(a) A clear explanation of our investigation findings;
(b) Details of what happened and why;
(c) A full explanation of any action we will take to resolve the issue;
(d) Details of any service credit, compensation, or other redress being offered;
(e) Where applicable, information about what we will do to prevent similar issues from occurring in the future;
(f) Our reference to relevant policy or contractual provisions;
(g) Information about your right to refer your complaint to an Alternative Dispute Resolution (ADR) scheme if you remain dissatisfied.

Types of Resolution and Redress

6.2 Depending on your complaint, resolution may include:

(a) Service Credits: Account credits applied to your account for service disruptions or failures;
(b) Bill Adjustments: Corrections to billing errors or removal of charges resulting from our fault;
(c) Compensation: Financial compensation for financial loss, inconvenience, or distress caused by our failures;
(d) Service Improvements: Technical fixes, upgrades, or service improvements to address underlying issues;
(e) Process Changes: Changes to our procedures or training to prevent similar issues recurring;
(f) Apology: A formal, written acknowledgment where we have fallen short of our standards;
(g) Replacement Service: Replacement of faulty equipment or provision of alternative services where appropriate;
(h) Combination of Remedies: In some cases, a combination of the above may be appropriate.

6.3 We are committed to providing fair and proportionate redress that genuinely addresses the harm or inconvenience you have suffered.

7. If you are not satisfied with our response

Internal Escalation

7.1 If you are not satisfied with our initial response to your complaint, you can:

(a) Ask for your complaint to be escalated to our Complaints Manager for a full review;
(b) Request that a different member of our team re-examine your complaint;
(c) Provide additional information, evidence, or context that you believe supports your complaint;
(d) Ask us to reconsider our decision in light of new information;
(e) Request a telephone call to discuss your complaint in detail.

7.2 To request an escalation, please contact:

Escalations Team
Email: contactus@optua.co.uk
Phone: 0800 054 8330

7.3 Please provide your complaint reference number and explain why you believe our response was unsatisfactory. We will acknowledge your request for escalation within 2 working days and will provide a full response from our manager within a further 4 working days (6 working days total from your request).

Deadlock Letter and Right to Referral to ADR

7.4 If your complaint remains unresolved after 6 weeks from the date you first contacted us about the complaint, we will issue you with a letter notifying you of your right to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

7.5 This letter (sometimes called a "deadlock letter" or "ADR letter") will inform you:

(a) That we are unable to resolve your complaint within our timeframe;
(b) That you have the right to refer your complaint to an approved ADR scheme;
(c) The name and contact details of the ADR scheme(s) you can access;
(d) That the ADR service is free of charge to you;
(e) That you have up to 12 months from the date of this letter to refer your complaint to an ADR scheme;
(f) How to contact the ADR scheme to make a referral;
(g) That the ADR scheme is independent of us and will make a fair assessment of your complaint.

7.6 Even if we believe we have fully addressed your complaint, if 6 weeks have passed since you first contacted us, we will issue this letter to ensure you understand your rights.

7.7 You do not have to wait for 6 weeks to pass before referring your complaint to an ADR scheme. If we issue a deadlock letter earlier, or if you and we both agree, you can refer your complaint to an ADR scheme before the 6-week period has elapsed.

Alternative Dispute Resolution (ADR)

7.8 If you remain dissatisfied with our response after receiving our final response or a deadlock letter, you can refer your complaint to an independent ADR scheme at no cost to you.

7.9 Optua Telecommunications Limited is a member of the Communications Ombudsman scheme. The Communications Ombudsman is approved by Ofcom to independently handle disputes between consumers and communications providers.

Communications Ombudsman

7.10 Website: www.commsombudsman.org
Email: enquiry@commsombudsman.org
Phone: 0330 440 1614 (Monday to Friday, 8am to 6pm)
Postal Address:
Communications Ombudsman
P.O. Box 730
Warrington
WA4 6WU
United Kingdom

7.11 The Communications Ombudsman service is free to use and provides independent dispute resolution. The decision of the ADR scheme is binding on us, but not on you. You can choose whether to accept their decision.

When You Can Refer to ADR

7.12 You can refer your complaint to ADR:

(a) If at least 6 weeks have passed since you first complained to us; or
(b) If we have issued you with a deadlock/ADR letter before 6 weeks have passed (with your agreement); or
(c) If we agree to early referral.

7.13 You must refer your complaint to the ADR scheme within 12 months of receiving our deadlock letter or final response.

7.14 The ADR scheme may be unable to consider your complaint if:

(a) You have not first complained to us and given us an opportunity to resolve your complaint;
(b) The complaint is frivolous or vexatious;
(c) Legal proceedings have been commenced in relation to the same complaint;
(d) The complaint falls outside the scope of matters that the ADR scheme can consider;
(e) The complaint has already been considered by the ADR scheme or another dispute resolution body.

8. What the ADR scheme cannot help with

8.1 The ADR scheme cannot help with:

(a) Complaints about commercial decisions, such as pricing, packages, or what services we choose to offer (unless the complaint relates to how we have applied those decisions to you specifically);
(b) Complaints about matters that are more appropriately dealt with by the courts, such as disputes over the validity or interpretation of contracts where there are significant legal complexities;
(c) Complaints where legal proceedings have already been commenced;
(d) Employment disputes or complaints by employees;
(e) Complaints brought on behalf of a business with more than 10 employees or with an annual turnover exceeding £2 million (the ADR scheme focuses on consumers and micro-businesses).

8.2 If the ADR scheme determines that it cannot consider your complaint, it will explain why and may suggest alternative avenues for resolution.

9. Vulnerable Customers

Definition of Vulnerable Customer

9.1 We recognize that some customers may be in vulnerable circumstances and may need additional support when making or pursuing a complaint. Vulnerability can be temporary or permanent and may arise from a wide range of circumstances.

9.2 You may be considered a vulnerable customer if:

(a) You have a disability (physical, sensory, cognitive, or learning);
(b) You have mental health conditions or cognitive impairments;
(c) You are elderly or very young;
(d) You have limited literacy or language skills;
(e) You are experiencing financial hardship or debt;
(f) You have suffered a bereavement or life-changing event;
(g) You are isolated or lack support networks;
(h) You are dependent on our services for health, safety, or emergency communication;
(i) You have any other circumstance that affects your ability to engage with our complaints process.

9.3 We encourage you to let us know if you consider yourself a vulnerable customer or if your circumstances change during the complaints process. This information will be treated confidentially and will help us provide appropriate support.

Support We Provide for Vulnerable Customers

9.4 We provide:

(a) Priority Handling: Your complaint will be handled with priority and given appropriate urgency;
(b) Extended Timeframes: We can agree extended timeframes for you to provide information or engage with our complaints process;
(c) Accessible Communication: We will communicate with you in your preferred format (large print, Braille, audio, easy-read, translated, or through an advocate);
(d) Regular Contact: We will keep you regularly informed of progress;
(e) Designated Contact: We can assign you a dedicated contact within our team;
(f) Alternative Support: We can arrange for a family member, advocate, or representative to act on your behalf;
(g) Reasonable Adjustments: We will make reasonable adjustments to our standard procedures to accommodate your needs;
(h) Specialist Staff: Our staff who handle complaints from vulnerable customers receive specialist training;
(i) Flexible Contact Methods: We can arrange telephone, email, or face-to-face contact as suits your needs.

Requesting Support

9.5 If you are a vulnerable customer or require support, please:

(a) Tell us when you first contact us, or at any point during your complaint;
(b) Explain what support would help you;
(c) Let us know your preferred contact method and best times to contact you;
(d) Inform us of any health conditions, disabilities, or circumstances we should know about;
(e) Provide contact details for an advocate or representative if you wish them to act on your behalf.

9.6 We will treat all information you provide about your circumstances with sensitivity and will keep it confidential.

10. Complaint records and data protection

10.1 We maintain detailed records of all complaints in accordance with:

(a) Ofcom's record-keeping requirements under the General Conditions of Entitlement;
(b) UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018;
(c) Our Privacy Policy (available at www.optua.co.uk/privacy);
(d) Applicable Scottish law.

What We Record

10.2 We maintain a record of:

(a) The date we received your complaint;
(b) Your name and account details;
(c) Contact information;
(d) A detailed description of your complaint;
(e) How you submitted your complaint;
(f) The complaint reference number we assigned;
(g) All communications between us and you regarding the complaint;
(h) Details of our investigation;
(i) Actions we took to resolve your complaint;
(j) Our response and any redress offered;
(k) The date your complaint was resolved or closed;
(l) Whether you accepted our resolution or referred the complaint to ADR.

How Long We Keep Records

10.3 We will retain complaint records for a minimum of 18 months following the date your complaint is resolved or closed. This allows us to:

(a) Provide evidence if your complaint is referred to ADR;
(b) Demonstrate our compliance with Ofcom requirements;
(c) Support customers if they have follow-up questions;
(d) Conduct complaints analysis and trend reporting;
(e) Meet regulatory requirements.

10.4 After 18 months, records are securely destroyed unless there is a legal reason to retain them longer.

Data Protection and Privacy

10.5 Your complaint data will be processed in accordance with our Privacy Policy and UK data protection law. We will:

(a) Only use your personal data for complaint handling and resolution;
(b) Not share your data with third parties except where necessary for complaint investigation or resolution;
(c) Protect your data with appropriate security measures;
(d) Allow you to access your complaint records upon request;
(e) Honor your rights under data protection law (including access, rectification, erasure, and objection rights).

10.6 If you have concerns about how we are processing your complaint data, please contact us at contactus@optua.co.uk.

11. Contact information

Complaints Team

11.1 Email: contactus@optua.co.uk
Phone: 0800 054 8330 (free to call)
Postal Address:
Customer Complaints Department
Optua Telecommunications Limited
2nd Floor
48 West George Street
Glasgow
G2 1BP
United Kingdom
Online: www.optua.co.uk/complaints

Alternative Dispute Resolution

11.2 Communications Ombudsman
Website: www.commsombudsman.org
Email: enquiry@commsombudsman.org
Phone: 0330 440 1614
Postal Address:
Communications Ombudsman
P.O. Box 730
Warrington
WA4 6WU
United Kingdom

12. Governing Law and Jurisdiction

12.1 This Complaints Code and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with Scots law.

12.2 Any disputes arising out of or in connection with this Complaints Code shall be subject to the exclusive jurisdiction of the courts of Scotland, including the Court of Session and the Sheriff Courts, without prejudice to your right to refer complaints to the Communications Ombudsman or another approved ADR scheme.