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Customer complaints procedure

If you have a complaint about Broadband Genie, please get in touch. We will do our best to put it right.

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively.
  • To ensure that all complaints are handled in a consistent manner, throughout.
  • To increase customer satisfaction.
  • To use complaints constructively in the planning and improvement of all services.

First, check we're the right people!

We provide a free broadband comparison service. We do not take payment of any kind from visitors, and we do not sell or operate broadband.

If your complaint relates to your broadband service (for example, from an ISP such as BT, Sky, TalkTalk, or Virgin Media) then please contact the provider. You can find the relevant contact details for some ISPs in our guide to customer and technical support.

How to complain to us

Many complaints can be resolved informally. In the first instance, contact the Broadband Genie team on 01223 297862 (9am-4pm Monday-Friday) or by email at [email protected],and speak to a member of staff who will try to sort the matter out.

If you make contact by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you're not satisfied, or do not wish an informal solution, you may pursue a formal complaint.

For formal complaints, you can contact the Broadband Genie complaints team by:

1. Telephone

01223 297862 (9am-4pm Monday-Friday)

2. Email:

[email protected]

3. Post

Broadband Genie,
Genie Ventures Limited,
Nine Hills Road

What happens next?

We will aim to resolve your complaint within 5 working days. If we're able to do so, we'll provide you with an acknowledgement. You may be contacted to make sure we've understood your complaint properly.

After we have had an opportunity to investigate your concerns, we'll issue you with a final response.

Escalate the complaint

Tell us you're not happy with the way your complaint has been dealt with. We'll escalate the matter to a manager.

Third party complaints

If you're unhappy with any product you have obtained from a third party, or have any complaint regarding any third party, you should address your complaint directly to that third party. If you require their contact details, please contact the Broadband Genie team who will be happy to assist.