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Sky account policies

Alternative dispute resolution - Ombudsman Services: Communications

Sky will always try to resolve complaints as quickly as possible. However, if we’ve not resolved your complaint to your satisfaction eight weeks after you first made your complaint to us, or if you’ve received a letter from us saying that your complaint has reached deadlock as there’s nothing more we can do to resolve your complaint, you have the right to take your complaint to an alternative dispute resolution scheme. 

Sky is a member of two independent alternative dispute resolution schemes, the Ombudsman Services: Communications and the Financial Ombudsman Service. Sky will advise you which Ombudsman you need based on which of our products relates to your complaint.

Ombudsman Service: Communications

Ombudsman Services: Communications will review your complaint and if it decides that your complaint is justified, we will act on any decision it makes and put things right for you.

If your complaint remains unresolved after eight weeks, we’ll send you a written reminder of your right to go to Ombudsman Services: Communications. We’ll 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. We will not, however, send you a reminder or issue you a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme.

Once we’ve written to you advising of your right to contact Ombudsman Services: Communications, you must do so within 12 months.

What types of complaints will be accepted?

Complaints relating to Sky Broadband, Sky Talk, Sky TV, Sky Mobile or our complaints handling process may be accepted by Ombudsman Services: Communications, but in most cases, an agreement can be reached between you and us. Please see our article on customer complaints codes of practice for more information.

For details on which types of complaints Ombudsman Services: Communications can’t deal with, please head to the Ombudsman Services website. And for complaints relating to credit agreements taken out with Sky for the purchase of a mobile phone or our complaints handling process for these complaints, see our Alternative dispute resolution – Financial Ombudsman Service article.

Ombudsman Services: Communications can be contacted in any of the following ways:

By post:
Ombudsman Services: Communications
P O Box 730
Warrington
WA4 6WU

By telephone: 03304 401 614 or 01925 430 049

By fax: 03304 401 615 or 01925 430 059

By email: enquiries@os-communications.org

Visit the website: www.ombudsman-services.org/communications 

You can also find details of alternative dispute resolution procedures on the Online Dispute Resolution website.  Our email address for Online Dispute Resolution complaints is ODRTrader@sky.uk.