Sky Complaints Code for Sky Business customers
From time-to-time things don't go to plan and despite our very best efforts things go wrong. If they do, we want to hear about it to ensure that your problem is resolved as soon as possible - please get in touch with us straight away in any of the following ways:
If you wish to email us your complaint, please email sb2b@bskyb.com.
For any other issue you wish to get in touch about, visit our Need a Hand page and choose the topic you wish to email us about.
Call us
Our advisors are here to take these calls on Monday to Friday from 8.30am 21.00hrs and on Saturday or Sunday from 8.30am 19.00hrs.
If you're calling from the UK and would like to speak to the Customer Service team about TV or WiFi please call:
TV: 08442 411 111
WiFi: 08442 411 909
Callers from Éire should call the Customer Service team on 00 353 818 719888 (WiFi is not currently available in Éire)
Alternatively, you can write to us at the following address: Sky Business, PO Box 1805, Freepost SCO3501, Livingston, West Lothian, EH54 0BR
What can you expect once you have registered your complaint?
At Sky we will do all we can to provide you with the most suitable response specific to your particular situation and to 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 will take into account all the points you raise and the details we hold in our records and seek to resolve the problem while you are on the line. If your complaint requires specialist knowledge, we will transfer you to a specialist advisor with the right expertise to resolve it. If we are unable to resolve your complaint while you are on the line, we will inform you of how long it is expected to take to resolve and agree when and how we will keep you updated.
If you contact us by letter or by email we will review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We will ensure that your complaint is investigated by the person in the company that is best placed to resolve your complaint. We will normally get back to you by phone, but if this is not possible, we will respond in writing.
We will do all we can to resolve your complaint as soon as possible. If your complaint is of an urgent nature, for example, if you are experiencing a loss of service, we will prioritise as appropriate and escalate your complaint.
We aim to respond to your complaint and agree a resolution within 10 days. Some complaints by their very nature, however, may take longer than others to resolve, particularly if they have technical complexity. If we have been unable to agree the resolution of your complaint within this timeline we will contact you. We will keep you informed of progress in a way that best suits you and at a time that is convenient for you.
What can you do if you are unhappy with our response?
We hope to resolve every complaint promptly and to your satisfaction. But if for any reason you are not fully satisfied with our response, please tell us and let us know where you think further attention is required. We can then review your complaint, and our response, and can escalate the complaint within the company. We will let you know if anything else can be done to resolve your complaint and we will inform you of how long it is expected to take to resolve. We will keep you informed of progress and any changes.
Complaints about WiFi from Sky (powered by The Cloud) for small business customers
If you are a small business customer (having no more than 10 individuals working for you) and we have not resolved your complaint to your satisfaction after eight weeks from when you first made your complaint to Sky, or if you have received a letter from us saying that your complaint has reached "deadlock" as there is nothing more we can do to resolve your complaint, you have the right to take your complaint to Ombudsman Services: Communications, an independent alternative dispute resolution scheme. Ombudsman Services: Communications will investigate your complaint and if it decides that your complaint is justified, Sky will act on any decision it makes and put things right for you.
If your complaint remains unresolved after 8 weeks we will send you a written reminder of your right to go to Ombudsman Services: Communications. We will 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. (However, we will not send you a reminder or issue you a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme).
Ombudsman Services: Communications can be contacted in any of the following ways:
| By post: | |
|
Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU |
| By Telephone: | 0330 4401614 or 01925 430 049 |
| By Fax: | 0330 440 1615 or 01925 430 059 |
| By e-mail: | enquiries@os-communications.org |
| Visit the website: | http://www.ombudsman-services.org/communications.html |
Obtaining a copy of this Complaints Code in another form
Printed copies of this Complaints Code are available on request and free of charge by contacting us on the details above. It is also available in large print, audio and Braille by contacting us by email at: accessibility@bskyb.com