Customer complaints procedure

How to tell us when something has gone wrong, what we will do next, and how to take the matter further.

We work hard to provide reliable service and responsive support. If we fall short, please tell us. We will listen, investigate fairly and explain clearly what we can do to put things right.

1. How to make a complaint

You can contact us by email, telephone or post. Please make it clear that you are raising a formal complaint so it can be logged and tracked correctly.

2. Information that helps us investigate

Please provide as much of the following as you can. Do not delay making a complaint if some details are not immediately available.

• Your name, business name, account number and preferred contact details.
• The service, order, invoice, equipment or agreement the complaint concerns.
• A clear description of what happened, including relevant dates and people involved.
• How the issue has affected you or your business.
• The outcome you would like and any documents, photographs, bills or messages that support your complaint.

3. What happens after you contact us

1. We log and acknowledge it. We aim to confirm receipt within one working day, give you a case reference and explain the next steps.
2. We investigate. A case owner will review the relevant account notes, orders, bills, service records and communications. We may contact you for further information.
3. We keep you informed. We aim to provide a full response within 21 working days. If the matter is more complex, we will explain why more time is needed and tell you when to expect the next update.
4. We explain the outcome. Our response will set out what we found, the decision reached and any action, correction, apology, credit or other remedy we consider appropriate.

4. If you remain unhappy

If our proposed resolution does not address your concerns, tell your case owner. You may ask for the complaint to be reviewed by a Customer Experience Manager. We will reconsider the evidence and either take further action or confirm our final position.

5. Deadlock and Alternative Dispute Resolution

SY+'s independent Alternative Dispute Resolution scheme is the Communications & Internet Services Adjudication Scheme (CISAS), administered by CEDR. CISAS is independent of SY+ and is free for eligible customers to use.

You can normally refer your complaint to CISAS where all of the following apply:

• You are an eligible small business with no more than 10 employees, or an eligible not-for-profit organisation where no more than 10 individuals work (excluding volunteers).
• You have already complained to SY+ and the matter remains unresolved.
• At least six weeks have passed since you first raised the complaint, or we have issued a deadlock or final response letter.
• You apply within the scheme's time limit, normally within 12 months of us confirming that we cannot resolve the complaint.

CISAS will decide whether a complaint falls within its rules. Referring a complaint does not remove your obligation to pay any undisputed charges.

6. Complaints involving equipment finance

If equipment is supplied under a separate lease or finance agreement, the finance provider may forward to SY+ any complaint about the equipment, sale or installation. You may also complain directly to us. Complaints about the provider's own conduct or the finance agreement remain under its complaints process.

7. Accessibility and representatives

We can provide this procedure and our responses in an accessible format and make reasonable adjustments where needed. You may nominate a representative, provided we have suitable authority to discuss the account with them.

8. When a complaint is closed

We will keep a clear record of the outcome. A complaint may be treated as closed when:

• You confirm that the complaint has been resolved to your satisfaction.
• We explain the outcome and you do not tell us within 28 days that the matter remains unresolved.
• We issue a deadlock or final response letter because there are no further reasonable steps we can take.

Version 1.0 | July 2026. This procedure does not affect any legal or statutory rights available to you.