Complaints Code of Practice

Our aim

Despite our commitment to providing the best possible experience, we recognise that sometimes things can go wrong. When they do, we want to know so that we can make them right.

This Complaints Code of Practice gives you all the information you need if you wish to make a complaint. It explains:

  • How to get in touch if you’re not happy
  • What we’ll do and when
  • What to do if things still aren’t right

This Complaints Process also covers complaints and concerns relating to how we handle personal data, including privacy, data protection, information rights, CCTV use, automated decision-making, and the exercise of individual rights under the Data Protection Act 2018 (DPA 2018) and the UK General Data Protection Regulation (UK GDPR), as amended by the Data (Use and Access) Act 2025 (DUAA).

Individuals may also raise complaints concerning the exercise of their data protection rights, including concerns about fairness, transparency, accuracy, retention, access, or the lawfulness of processing.

If you’re unable to raise a complaint yourself, you can ask someone with appropriate authority to do it for you.

If you’d like a paper copy of this Complaints Code of Practice, please contact us using the details below.

Contact us

If you wish to make a formal complaint, please include the ODS code and postcode of the service you are complaining about. Providing these details will help us identify the service more quickly and process your complaint as efficiently as possible.

The quickest way to get in touch is by phone and speaking to your Customer Relationship Manager:

  • Phone: 0333 332 0000 (Option 1 and Option 1)
  • Email: complaints@x-on.co.uk

We aim to respond initially by phone, but we can confirm conversations in writing if requested.

Once you have raised a complaint

If you raise a complaint via phone, our teams will take details of your issue and handle your enquiry with the intent of providing a resolution to the matter as quickly as possible, involving our escalations team immediately and including your Customer Experience Team or Client Relationship Manager.

If you have raised a complaint via email, this will go directly to our escalation team for review as quickly as possible.

If you are not happy

If you are not satisfied with the outcome, you may request escalation to our Senior Escalations Team who will take full ownership of the complaint and work towards a resolution involving the key people required.

Next step

If the matter remains unresolved, it will be escalated to the relevant Director who will undertake a full review of the complaint and aim to resolve it within 10 working days. If we are unable to provide a suitable resolution, we will provide you with a letter or email of ‘deadlock’, outlining our position.

Closing your complaint

We will only close your complaint when:

  • You confirm that it has been resolved, or
  • We have not heard from you within 28 days (after attempting to make contact)

Next steps if things are still not right

You may refer your complaint to our Alternative Dispute Resolution (ADR) provider, Ombudsman Services: Communications, if:

  • Your complaint has been ongoing for six weeks, or
  • You have received a ‘deadlock’ letter

They provide a free, independent service for unresolved complaints.

Contact details:

  • Website: https://www.commsombudsman.org
  • Phone: 0330 440 1614
  • Address: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU

If you remain dissatisfied with the outcome of a complaint relating to personal data or data protection, you also have the right to raise a concern with the Information Commission (IC, formerly ICO), the UK supervisory authority for data protection matters.

Information on how to contact the IC can be found at:
www.ico.org.uk

Ofcom

Ofcom is the regulatory body for the communications industry and oversees our compliance with relevant legislation under the Communications Act 2003.

Privacy and data protection

We are committed to protecting your privacy. All personal information and details related to your complaint are handled with the utmost confidentiality and in accordance with applicable data protection laws.

This includes compliance with the Data Protection Act 2018 (DPA 2018), the UK General Data Protection Regulation (UK GDPR), and the Data (Use and Access) Act 2025.

This covers how we:

  • Collect and use your personal data
  • Share information where necessary to resolve your complaint
  • Retain complaint records
  • Safeguard your information

If your complaint relates specifically to the handling of your personal data or your information rights, it will be managed in accordance with these legal requirements and may include formal responses to rights requests where applicable.

Further details on how we manage, use, disclose, and protect your data can be found in our Privacy Notice, or can be provided upon request.