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.