Sky WiFi - Complaints

Got a complaint?

Sometimes things go wrong. If they do, we want to hear about it so we can put things right.

Email us:

You can send your complaint by email to wificomplaints@sky.uk

Write to us:

Prefer to write? Mail your complaint to the following address:

The Cloud
3rd Floor, 4 Victoria Square
Victoria Street
St Albans
Hertfordshire
AL1 3TF

What happens next?

We'll do all we can to respond and resolve your complaint within 10 days, however it may take longer if the complaint involves technical complexity.

If we’ve been unable to agree a resolution for your complaint within this timeframe we’ll contact you and keep you informed of the progress of your complaint in a way that best suits you and at a time that’s convenient to you.

If you would like to find out more about how we deal with complaints our complaints handling procedure is set out in Sky’s Customer Complaints Code which can be found on our website. If you require a printed version of this Code (or a version in large print, audio, or braille) please contact accessiblecustomerservice@sky.uk and we will provide this to you.

What can I do if I’m unhappy with your response?

If for any reason you’re not fully satisfied with our response, please let us know. We’ll then review your complaint and our response, before escalating it further.

If we’ve not resolved your complaint after eight weeks, or if your complaint has reached "deadlock" such that there is nothing more Sky WiFi can do, you can contact the Communications and Internet Services Adjudication Scheme (CISAS) – an independent alternative dispute resolution scheme.

We will send you a written reminder of your right to have the complaint dealt with by CISAS if your complaint remains unresolved after eight weeks. If your complaint has reached “deadlock” you may request a letter confirming this.

However please note Sky WiFi will not send a reminder or a letter if your complaint is considered by Sky WiFi to be vexatious or outside the jurisdiction of the scheme.

CISAS will investigate your complaint and if it decides that your complaint is justified, Sky WiFi will act on any decision it makes and put things right for you.

You can contact them in the following ways:

By post: CISAS, Centre for Effective Dispute Resolution, 70 Fleet Street, London, EC4Y1EU
By phone: 020 7520 3827
By TextPhone: 020 7520 3767
By fax: 0845 1308 117
By email: cisas@cedr.com

Alternative dispute resolution services are available and you can find details of these in Sky’s Customer Complaints Code.

Need an accessible copy of our Complaints Code?

If you require a printed version of this Code (or a version in large print, audio, or braille) please contact accessiblecustomerservice@sky.uk and we will provide this to you.

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