Complaints Code of Practice

1. How to complain#

• Email complaints@boundless.tel
• Phone the number on your bill
• Write to: Customer Care, Boundless Telecom Ltd, address on imprint
• Submit through your account complaints form

2. How we respond#

1. Acknowledge within 1 working day.
2. Investigate and propose a resolution within 10 working days.
3. If we can't resolve it, we'll tell you why and what happens next.
4. If you're still unhappy after 8 weeks (or sooner if we issue a deadlock letter), you can escalate.

3. Independent ADR - CISAS#

Our ADR scheme is CISAS (the Communications and Internet Services Adjudication Scheme), administered by CEDR. It is free for you to use and binding on us.

CISAS, 70 Fleet Street, London EC4Y 1EU · cedr.com/consumer/cisas

4. Vulnerable customers#

Where you are in a vulnerable circumstance, complaints are handled under our Vulnerable Customers Policy - extended timelines, named handler, alternative comms formats.

5. Contact & ownership#

Owner: Head of Customer Operations. Reviewed annually.