Complaints Timing

The full complaints proceedure is shown below. Out of hours please email the contact email address supplied in your Welcome pack (supplied at the time of contract). We will to respond to all points of contact within 2 business days and aim to resolve any issues you have within 10 business days.

Complaints Procedure

Internet Projects aim to provide all our customers with a high level of service.  However, if for any reason you are not satisfied with the service that you have received, please contact the supervisor of the department concerned who will investigate and respond to your complaint.  If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below.  We give our commitment that your concerns will be fully investigated.

How do I make a formal complaint?

If you have made a complaint to the supervisor of the department concerned and are not happy with the response that you receive then you can escalate your complaint. 

Please send your formal written complaint to: Customer Delight Failure Manager, 73 Heathfield Road, Cardiff, CF14 3JX

What happens next?

  1. When the Customer Delight Failure Manager has received your complaint, he/she will acknowledge it within two working days.
  2. We will then fully investigate your complaint and aim to respond within 10 working days.
  3. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.