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Sky Business Complaints Code of Practice

How to complain to Sky Business

Please note; if you are contacting us regarding your Sky (Home) products, we will be unable to support your query.

Occasionally, and despite our best efforts, things don’t go to plan. We care about your experience with Sky Business and are dedicated to finding solutions to your issues. If you have any concerns or need assistance, you should reach out to us so we can resolve your problem as soon as possible.

If you have any reason to express dissatisfaction, or have cause to complain, you can contact us:

  • By phone: 0333 759 7590 (charges may apply to Sky Contact Centres if you’re not an existing Sky Business, Sky Talk or Sky mobile customer so please check your provider’s tariff guide)
  • By email:
  • By post: Sky Business, 29 Wellington Street, 4th Floor, Leeds, LS1 4DL

What to expect once you've registered a complaint

At Sky we will do all we can to provide you with the most suitable response specific to your particular situation and to ensure, where possible, that your complaint is resolved to your satisfaction.

If you call us:

One of our Service Executives will discuss your complaint with you. We'll listen to carefully to all the points you raise and check our records to understand the issue better. Our goal is to fix the problem while you're still on the call.

If we can't solve your complaint right away, we'll escalate your case to our dedicated Customer Solutions team and make sure you know what the next steps are for you. Once your complaint has been raised, you’ll get an email acknowledgement with more information on our process and your reference number.

We'll do our best to investigate and resolve your complaint as quickly as we can. If we can't do it during the first call, our Customer Solutions team will be in contact with you to continue to find the resolution that’s right for you.

If you contact us by email:

One of our Service Executives will review your complaint fully, carefully considering all the points raised in your email alongside the service details held in our records. We will send an acknowledgment email within 1 working day to let you know we have received your complaint.

If we need any further information, we’ll contact you via phone, but if this isn’t possible, we’ll respond via email.

We’ll investigate and attempt to resolve your complaint as soon as possible. We’ll contact you with a resolution via phone, if we can’t reach you by phone, we’ll email you.

If you contact us by post:

This may take a little longer, however, as soon as we receive your letter, we’ll reply with an acknowledgement letter within 3-5 working days to let you know we’ve received your complaint.

If we need any further information, we’ll contact you via phone, but if this isn’t possible, we’ll respond via letter.

We’ll investigate and attempt to resolve your complaint as soon as possible. We’ll try to call you with a resolution first, but if we can’t reach you by phone, we’ll send you a letter.

If your complaint is more urgent

If your complaint is urgent (e.g. you’re experiencing a total loss of service), we recommend you call us right away. This way, we can address and resolve any issues as quickly as possible.

Our aim is to address your complaint and find a resolution within 10 days of receiving it. However, certain complaints, especially those with technical complexities, may require more time for thorough investigation and resolution. If we can't reach a resolution within 10 days, we'll keep you informed of the progress of your complaint resolution in a way that best suits you.

What you can do if you're unhappy with the resolution we've given

Our aim is to resolve your complaint promptly and to your satisfaction. However, if you’re dissatisfied with our initial response, we encourage you to share your concerns with us and specify areas where you believe further attention is needed. This gives us the opportunity to review both your complaint and our response, and if necessary, escalate the matter within our company. We’ll communicate with you to explore any additional steps that can be taken to resolve your complaint, and we’ll provide an estimated timeframe for resolution. Rest assured; we’ll keep you updated on the progress in a way that best suits you.

If you’re a small business customer (no more than 10 individuals working for you, including volunteers) and we haven’t been able to resolve your complaint in relation to your Sky Business Broadband services after 8 weeks from the date you made your complaint, or you’ve received a letter from us saying your complaint has reached “deadlock” as there’s nothing more we can do to agree on a resolution, you have the right to take your complaint to the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme.

CISAS will review your complaint and decide if there is anything more that can be done by Sky Business to reach a resolution. If CISAS determine that more can be done by Sky Business, they will mediate between you and the company to help reach a fair and satisfactory outcome to your complaint.

If your Sky Business complaint remains unresolved after 8 weeks we will send you a written reminder of your right to go to CISAS.

We will also send you a deadlock letter on your request, unless there are further steps we can take to resolve your complaint in a timely manner (however, we will not send you a reminder or issue you a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme).

How to contact CISAS

  • By post: Communications and Internet Services Adjudication Scheme, Centre for Effective Dispute Resolution, 100 St Paul’s Churchyard, London EC4M 8BU
  • By phone: 0207 520 3827
  • By fax: 0845 1308 117
  • By email:

Visit the website:

Obtaining a copy of this Sky Business Code of Practice in another form

Printed copies of this Sky Business Complaints Code of Practice are available on request and free of charge. Also, if you require any accessibility requirements please email:

Complaints relating to premium rate services

Phone-paid Services Authority is the UK regulator for content, goods and services charged to a phone bill. Premium rate services offer some form of content that's charged to your phone bill or pre-pay phone account, for example, directory services, entertainment or ringtones. Many services are advertised on 09 dialling codes. Directory enquiry services are advertised on six-digit numbers, beginning 118.

If your complaint relates to the provision, content or promotion of premium rate services, you may contact the Phone-paid Services Authority to log a complaint. You can make your complaint:

By post:

Contact Handling Team Phone-paid Services Authority 25th Floor 40 Bank Street London E14 5NR

By phone:

Call the Phone-paid Services Authority helpline on 0300 303 0020 between 9.30am and 5pm, Monday to Friday.


Complete a Phone-paid Services Authority online enquiry form.

Last updated: 01 August 2023