Customer complaints procedure
If you have a complaint about Broadband Genie we want to hear about it and 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
Please note that we provide a free-to-use broadband comparison service. We do not take payment of any kind from users, 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) then please find the relevant contact details in our guide to customer and technical support or elsewhere.
How to complain to us
Many complaints can be resolved informally. In the first instance, contact the Broadband Genie team on 0844 415 5531 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 are 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:
0844 415 5531 (ask to speak to a member of the Broadband Genie team)
Broadband Genie, Genie Ventures Limited, Carlyle House, Carlyle Road, Cambridge, CB4 3DN
What happens next?
We will aim to resolve your complaint within 5 working days. If we are not able to do so, we will provide you with an acknowledgement. You may be contacted to make sure that we have understood your complaint properly.
After we have had an opportunity to investigate your concerns, we will issue you with a final response.
Escalate the complaint
Let us know that you are not happy with the way your complaint has been dealt with and we will escalate the matter to a manager.
Third party complaints
If you are 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.