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Complaints Procedure

If something has gone wrong, here is how to tell us and what happens next.

We want to resolve any problems quickly and fairly. This procedure applies to complaints about our telecoms services (cloud phone system, business messaging) and IT infrastructure services. If you are unhappy with us, please follow the steps below.

How to complain

1

Contact us directly

In the first instance, please raise your complaint with us. You can do this by email or in writing.

Email: complaints@etwrk.com
Post: Etwrk Limited, 124 City Road, London, EC1V 2NX

Please include your name, account details, a description of the problem, and what outcome you are looking for.

We will acknowledge your complaint within 2 business days and aim to send you a full response within 8 weeks.

2

Escalate to Alternative Dispute Resolution (ADR)

If we have not resolved your complaint within 8 weeks, or if we have issued a "deadlock" letter indicating we cannot reach an agreement, you can refer your complaint to our independent Alternative Dispute Resolution (ADR) scheme.

ADR is free of charge for customers. An independent adjudicator will review your complaint and make a decision that is binding on us.

ADR provider: Details of our Ofcom-approved ADR scheme will be published here once confirmed. This information will also be included in any deadlock letter we send you.

Telecoms complaints — additional information

For complaints specifically about our telecoms services (cloud phone system, virtual numbers, number porting), the following additional information applies:

  • We are a member of Comms Council UK (CCUK) and subscribe to the CCUK Code of Practice. Complaints about our adherence to that code can also be raised with CCUK directly.
  • Ofcom regulates communications providers in the UK. You can contact Ofcom for general information or if you believe a regulatory requirement has been breached.
  • We cannot guarantee complaint confidentiality where disclosure is required by law or regulation.

Regulatory contacts

Complaints contact

Etwrk Limited — Company Registration No. 16389026

124 City Road, London, EC1V 2NX

Email: complaints@etwrk.com