Complaints Code of Practice
We pride ourselves on our customer service and customer experience, however we recognise that sometimes things can go wrong. When they do, we want to put them right for you as quickly as we can. In this Complaints Code of Practice, we’ll tell you how to get in touch with us if you want to make a complaint and how we’ll deal with your complaint.
How to make a complaint
f you’re a Galloway Broadband residential or business broadband customer, here’s how to contact us.
By Phone
The fastest way to let us know if you’re not happy with your service is by contacting us by phone (01556510640, 9am – 5pm every day).
By using our Support Portal
If you prefer to contact us in writing, you can use the Galloway Broadband Support Portal (you’ll need your account username and password). A member of our team will investigate and respond to your complaint within 5 working days.
By Letter
If you prefer, you can make a complaint by writing to the address below.
To help us deal with your complaint as quickly as possible, we recommend including some information to help us find your account. Things like your username, postcode and telephone number of the service you’re complaining about are really helpful.
Once we receive your letter, we will respond within 10 working days. If you need a quicker response, please use one of the other methods mentioned above.
Our address is: Galloway Broadband, Unit 1, Whitecairn, Castle Douglas, Dumfries & Galloway DG7 3EY
What we’ll do and when
Our aim is to resolve any problem as quickly as possible, preferably during a phone call with you. However, if we can’t resolve your complaint there and then, we’ll investigate further and get back to you with an update as soon as we can.
If you prefer to contact us in writing, we’ll respond within 5 working days to any complaints you make through the Support Portal, or within 10 working days to any letter of complaint. We’ll always try to resolve your complaint immediately, but whatever happens, we’ll keep you regularly updated.