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Sky Customer Complaints Code of Practice

This article outlines our complaints code of practice. If you'd like to make a complaint, go to our How to complain to Sky.

Our Customer Complaints Code of Practice below sets out our processes for resolving complaints related to the provision of our products and services and our complaints handling process.

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, 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.

Sky Broadband, Sky Talk and Sky TV complaints

If your complaint relates to Sky Broadband, Sky Talk, Sky TV or our complaints handling process and we have not resolved your complaint to your satisfaction after 8 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 review 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,  P O 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: ombudsman-services.org/communications.html

Complaints relating to transferring your telephone number to Sky

If we have agreed to transfer your telephone number to Sky and we are late in doing so by more than one business day after the date that you were informed that the transfer would take place (or any revised date that you were informed of) you may claim compensation for that delay. Compensation will be calculated on the basis of the daily charge for your line rental service for each day that transfer of your number is delayed. Claiming compensation in this way will not affect any other rights you have. You may make a claim for compensation by contacting us in one of the ways set out in this Code. We will normally deduct any amounts owed to you from your next monthly Sky bill, unless otherwise requested by you.

Complaints relating to premium rate services

PhonepayPlus is the independent regulatory body for all premium rate charged telecommunications services. Premium rate services offer some form of content that is charged to your phone bill or pre-pay phone account, for example, directory services, entertainment or ring tones. Many services are advertised on 09 dialling codes. Directory enquiry services are advertised on six-digit numbers beginning 118.

If your complaint relates to the provision, content or promotion of premium rate services you may contact Phonepay Plus to log a complaint. You can make your complaint:

In writing, to:

PhonePayPlus, FREEPOST WC5 468, London SE1 2BR

By using PhonePayPlus’ online complaint form, which can be found at phonepayplus.org.uk

By calling PhonePayPlus' free helpline, on 0800 500 212, between the hours of 9.00am and 5.00pm, Monday to Friday.

Complaints relating to on demand programme services including Sky Go and On Demand

Sky programmes made available via Sky’s on demand services are provided by British Sky Broadcasting Limited. If you wish to make a complaint about the content on these services, please follow Sky’s complaints procedure. You can contact us using this link: Complain about Sky's on demand content.

If you have exhausted Sky's complaints procedure and are not satisfied with the outcome, you may wish to make a complaint to ATVOD. The Authority for Television On Demand (ATVOD) regulates the editorial content of on demand programme services. You can submit your complaint using the online complaint form at atvod.co.uk/complaints/submit-a-complaint, by email to complaints@atvod.co.uk or by post to the following address:

ATVOD Complaints, 27 Sheet Street, Windsor, Berkshire SL4 1BN

Please note ATVOD are the regulators only in respect of the content on our on demand services. Any queries relating to matters such as technical issues, billing, installation and marketing should be made directly to Sky. Further information about ATVOD can be found at atvod.co.uk.

Advertising within our services is regulated by the Advertising Standards Authority (ASA). You can access the ASA complaints procedure online at asa.org.uk/Consumers/How-to-complain. You can also complain to the ASA by telephoning 020 7492 2222 or by post to the following address:

Advertising Standards Authority, Mid City Place, 71 High Holborn, London WC1V 6QT

For more information visit asa.org.uk.

If you have a complaint in respect of content on a non-Sky on demand service/channel accessed via Sky Go or On Demand, you will be able to find information of who to contact at atvod.co.uk/regulated-services/directory-of-notified-services.

Obtaining a copy of this Sky Customer Complaints Code in another form

Printed copies of this Sky Customer 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: accessiblecustomerservice@bskyb.com.

BSkyB has responsibility for all Sky representatives complying with the Code. Our designated person responsible for ensuring we and our Agents observe the Code is:

Alastair Hosie,  Operational Compliance Manager,  Carnegie Campus,  Dunfermline, Fife KY11 8GH

Telephone: 01383 814 000

Email: ARHosie.Compliance@bskyb.com