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December 31, 2020

Lightning Fibre signs up to The Ombudsman Services

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Lightning Fibre signs up to The Ombudsman Services. Signing up to the scheme shows a commitment to consumer care.

If we're not able to deal with your complaint, Ombudsman Services may be able to help. It independently resolves complaints. For more information go to www.ombudsman-services.org

It is a requirement of the regulator Ofcom that we participate in this type of scheme. We try, of course, to resolve all complaints directly without the need for the use of this service, but it gives you, the consumer, confidence that after eight weeks since you first contact us with a complaint you can take your complaint to the Ombudsman Services.

How to complain

If you need to raise a complaint, please give us a call on 01323 380260 or email ask@lightningfibre.co.uk in the first instance. You can also raise a complaint using this form and upload photos in evidence - https://www.lightningfibre.co.uk/complaints-form

We will investigate (this may take up to 3 working days) and respond fully be email or phone.

If you'd like to complain about the handling of your complaint, you can write to us at Complaints Dept. Lightning Fibre Ltd. Unit 17 Connect 27, Twin Oaks Drive, Polegate BN26 6GP.

What happens if you don't resolve my complaint?

If we decide that we can no longer deal with your complaint, we will provide you with a full and final response. You may, at that stage, take your complaint to Ombudsman Services.