Atlantic Comms Ltd is committed to providing a high standard of service. We recognise that from time to time things may not go as expected, and we take all complaints seriously. This Complaints Code of Practice explains how to raise a complaint, how we will handle it, and what to do if you are not satisfied with the outcome.

What is a complaint?
A complaint is any expression of dissatisfaction about our services, billing, customer support, or the way we have handled an issue, where a response or resolution is required.

How to make a complaint
You can raise a complaint with us using any of the following methods:

Email: info@atlanticcomms.co.uk
Telephone: 01237 878700

Post:
Atlantic Comms Ltd
Unit G4, Node CoWork
1 Enterprise Road
Barnstaple
EX31 3YB

Please include as much detail as possible, including:
• Your company or account name
• Contact details
• A clear description of the issue
• Any relevant dates or reference numbers

How we will handle your complaint

1. Acknowledgement
We will acknowledge your complaint promptly, usually within 2 working days.

2. Investigation
Your complaint will be investigated by an appropriate member of our team who has not been directly involved in the matter where possible.

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3. Response
We aim to provide a full response as quickly as possible and no later than 8 weeks from the date the complaint was first raised.

4. Keeping you informed
If we need more time to investigate, we will keep you informed of progress and explain the reason for any delay.

If you are not satisfied with the outcome
If your complaint has not been resolved to your satisfaction after 8 weeks, or if we issue a deadlock letter confirming that no further progress can be made, eligible customers have the right to refer the complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Alternative Dispute Resolution (ADR)
Atlantic Comms Ltd is a member of Ombudsman Services: Communications, an Ofcom-approved Alternative Dispute Resolution scheme.

ADR is available to:
• Residential customers
• Microenterprise and small business customers

The Ombudsman is independent and free to use.

Website: https://www.ombudsman-services.org/communications
Telephone: 0330 440 1614

Vulnerable customers
We recognise that some customers may be vulnerable due to personal circumstances, health, disability, or reliance on communication services. If you consider yourself to be vulnerable, please let us know so we can take reasonable steps to provide appropriate support and handle your complaint with additional care.

Continuous improvement
We monitor and review complaints to help improve our services and customer experience. Feedback from complaints is used to identify trends and areas where we can do better.

Last updated: 2.2.26

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