Sky Customer Complaints Code of Practice

This article outlines our complaints code of practice, which summarises our processes for resolving complaints relating to the provision of our products and services, and our complaints handling process.

If you'd like to make a complaint, visit our How to complain to Sky article.

What can you expect once you've registered your complaint?

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

If you call us, our advisors will ask you about the nature of your complaint. We’ll consider all the points you raise, along with the details we hold in our records, and seek to resolve the problem while you’re on the line. If your complaint requires specialist knowledge, we’ll transfer you to a specialist advisor with the right expertise to resolve it. If we’re unable to resolve your complaint while you’re on the line, we’ll tell you how long we expect a resolution to take, and agree when and how we’ll keep you updated.

If you write to us, we’ll review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We’ll also ensure that your complaint is investigated by the most suitable person in the company, who’s best placed to resolve your complaint. We’ll normally get back to you by phone, but if this isn’t possible, we’ll respond in writing.

We’ll do all we can to resolve your complaint as soon as possible. If your complaint is urgent, for example, if you’re experiencing a loss of service, we’ll prioritise as appropriate and escalate your complaint.

We aim to respond to your complaint and agree a resolution within 10 days. Some complaints, depending on their nature, could take longer to resolve, especially if they’re technically complex. If we’ve been unable to agree a resolution for your complaint within this timeframe we’ll contact you. We’ll keep you informed of progress in a way that best suits you and at a time that’s convenient to you.

What can you do if you're unhappy with our response?

We hope to resolve every complaint quickly and to your satisfaction. If, for any reason, you’re not fully satisfied with our response, please let us know and tell us where you think further attention is needed. We’ll then review your complaint, and our response, and escalate it within the company.

We’ll let you know if anything else can be done to resolve your complaint and tell you how long it’s expected to take. We’ll keep you informed of our progress and any changes.

Alternative dispute resolution

If your complaint relates to your credit agreement, and you are not satisfied with the response please refer to the section entitled “Complaints relating to your credit agreement''.

If your complaint relates to Sky Broadband, Sky Talk, Sky TV, Sky Mobile or our complaints handling process, and we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to Sky, or if you’ve received a notification from us saying that your complaint has reached "deadlock" with nothing more we can do, you have the right to take your complaint to the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Sky will act on any decision made 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 CISAS. We’ll also send you a deadlock notification on your request, unless there are further steps we can take to resolve your complaint in a timely manner. We won’t send you a reminder or issue you with a deadlock notification if your complaint is vexatious or outside the jurisdiction of the scheme.

CISAS can be contacted:

By phone:
Call 020 7520 3814

By textphone: 020 7520 3767

By email: cisas@cedr.com

By post:
CISAS
Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU

By fax: 0845 1308 117

Or you can visit the CISAS website.

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.

Complaints relating to transferring your telephone number to Sky

If we‘ve agreed to transfer your telephone number to Sky, and are late in doing so by more than one business day after the date that you were informed that the transfer would take place (or any revised date that you were informed of), you may claim compensation for that delay.

Compensation will be calculated on the basis of the daily charge for your line rental service for each day that transfer of your number is delayed. Claiming compensation in this way will not affect any other rights you have. You may make a claim for compensation by contacting us in one of the ways set out in this Code. We will normally deduct any amounts owed to you from your next monthly Sky bill, unless otherwise requested by you.

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 Phone-paid Services Authority's helpline on 0300 303 0020 between 9.30am and 5pm, Monday to Friday, excluding bank holidays.

Online:
Complete a Phone-paid Services Authority online enquiry form.

Complaints relating to on demand programme services

Ofcom has replaced The Authority for Television on Demand (ATVOD) and now takes sole responsibility for regulating the editorial content of video-on-demand programme services.

Sky programmes made available via Sky’s on demand services, including Sky Box Sets, Sky Store and Catch Up TV, are provided by Sky UK Limited. If you wish to make a complaint about the content on these services, please follow our complaints about Sky’s on demand content procedure.

If you’ve followed Sky's complaints procedure and are not satisfied with the outcome, you can submit an online complaints form to Ofcom.

The Advertising Standards Authority (ASA) continues to act as a co-regulator for advertising content on video-on-demand services. You can view the ASA complaints procedure and make a complaint to the ASA by calling 020 7492 2222 or by post to the following address:

Advertising Standards Authority
Mid City Place,
71 High Holborn,
London
WC1V 6QT

For more information, visit the ASA.org website.

Complaints relating to your credit agreement

Should your complaint relate to your Sky Mobile credit agreement you can contact our friendly, dedicated customer service team:

By phone:
Call 0333 7591 018
Calls to Sky contact centres are inclusive for Sky Mobile and Sky Talk customers. If you're not with Sky Mobile or Sky Talk, calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don't have a calls package, charges may apply, check your providers tariff guide.

By email:
mdthorndike@sky.uk

By post:
Customer Complaints
Sky Subscribers Services Ltd
PO Box 43
Livingston
West Lothian
EH54 7DD

When you contact us, we’ll review your complaint fully, taking into account all the points you have raised and the details held in our records and we'll do all we can to provide you with a resolution that meets your satisfaction. We’ll normally get back to you by phone, but if this isn’t possible, we’ll respond in writing or by email and aim to resolve your issue within 3 working days. At this time we'll agree with you the best way to keep you informed of the progress of your complaint.

If we’re unable to resolve your complaint within 3 working days, we'll send you a written acknowledgement stating we've received your complaint and that we're investigating this for you. During the investigation we'll keep you informed of the progress in a way and at a time that’s convenient to you.

Once we've investigated and consider the complaint to be resolved we'll send you a written response outlining our findings. If you still remain dissatisfied with our outcome then the correspondence will include details of your right to go the Financial Ombudsman Services.

By eight weeks we'll issue a final response detailing the outcome of your investigation. In the event we're not in a position to conclude the investigation at this point, we'll send you an explanation as to why we're not able to conclude your complaint and information on when we expect to do so.

At any time you receive a response to your complaint that you're not satisfied with you may wish to contact the Financial Ombudsman Services, details can be found below:

Financial Ombudsman Services

You can call the Financial Ombudsman Service on 0300 123 9 123, email complaint.info@financial-ombudsman.org.uk or write to them at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Obtaining a copy of this Sky Customer Complaints Code in another form

Printed copies of this Sky Customer Complaints Code are available on request and free of charge by contacting us on the details above. It’s also available to request in large print, audio and braille by emailing accessiblecustomerservice@sky.uk.

Responsibility for the Sky Customer Complaints Code

Sky UK Limited has responsibility for all Sky representatives complying with the Code. Our designated person responsible for ensuring both ourselves and our Agents observe the Code is:

Alastair Hosie
Operational Compliance Manager,
Carnegie Campus,
Dunfermline, Fife KY11 8GH
Telephone: 0333 1000 333
Email: ARHosie.Compliance@sky.uk

Still need a hand?

Like most businesses in the UK we’re still not back up and running as normal. We have less people in our offices due to social distancing so we’re not able to offer our full services and wait times may well be longer as calls are being prioritised for our most vulnerable customers and those who have already been online.