Complaint & Dispute Resolution

Last update – 24th August 2026
Next review – 31st January 2027

This Code explains how to make a complaint to Airbytes Communications Limited (“Airbytes”, “we”, “us” or “our”) about our residential broadband services, how we will handle it, and your right to independent dispute resolution if we cannot resolve it. This Code is provided free of charge and is available on our website and, on request, in alternative accessible formats.

1. How to complain

You can make a complaint in any of the following ways:

Telephone: 0333 242 1516
Email: [email protected]
Post: Airbytes Communications Limited, Unit B, Brindley Close, Rushden, NN10 6EN

You can also ask a friend, family member or other representative to complain on your behalf. We may ask for your consent to speak with them about your account.

2. What we need from you

To help us investigate quickly, please provide your account details, a description of the issue, dates of any relevant events, and copies of any related correspondence where available.

3. How we will handle your complaint

3.1 We will acknowledge your complaint promptly and aim to resolve most complaints at first contact.

3.2 Where a complaint cannot be resolved immediately, we will investigate and keep you informed of progress. We aim to resolve complaints as quickly as possible and, in any event, within the timescales required by Ofcom’s rules.

3.3 If your complaint relates to a fault or issue on a Network Partner’s infrastructure, we remain your point of contact and will liaise with the Network Partner on your behalf, in accordance with our Terms and Conditions.

3.4 If we are unable to resolve your complaint to your satisfaction, or once the applicable regulatory waiting period has passed without resolution, we will issue you with a deadlock letter (or confirm that the waiting period has passed) so that you can refer your complaint to our Alternative Dispute Resolution (ADR) scheme if you wish.

4. Alternative Dispute Resolution

Airbytes is a member of the Communications Ombudsman, an Ofcom-approved Alternative Dispute Resolution scheme. If we have not resolved your complaint within the timescale required by Ofcom’s rules, or if we issue you with a deadlock letter sooner, you may refer your complaint to:

Communications Ombudsman, P.O. Box 730, Warrington WA4 6WU

Telephone: 0330 440 1614 | Website: www.commsombudsman.org

This service is independent, impartial and free of charge to you.

5. Vulnerable customers and accessibility

If you need additional support or reasonable adjustments to raise or progress a complaint, including due to a disability or vulnerable circumstances, please tell us and we will do what we reasonably can to help, in accordance with clause 27 of our Terms and Conditions.

6. Complaints about switching or contract terms

Complaints about switching, cancellation, contract terms or charges are handled under this same process. Where relevant, we will also refer to our Terms and Conditions and Price Guide in resolving your complaint.