Complaints Procedure

How to complain...

Broadband Guru always aim to be fair and honest in everything we do, so if you have a complaint about any aspect of our service we're keen to resolve it as quickly as possible. You can contact us in any of the following ways:

By Post:

Complaints Department
Broadband Guru
The Old Boiler Room, Adelphi Mill
Grimshaw Lane
Bollington
Cheshire
SK10 5JB

By Email: complaints@tfli.co.uk

We will acknowledge receipt of the complaint within 3 working days and we hope to provide a final response within 4 weeks. We will write to you again within 4 weeks if we are unable to provide a final response within that time period. In any event we will respond to your complaint in full within 8 weeks.

If you are not satisfied with our response you must send your complaint to the Financial Ombudsman Service within six months of the date of the final response, Contact details for the Financial Ombudsman Service are as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567

Web site: www.financial-ombudsman.org.uk 

Email: complaint.info@financial-ombudsman.org.uk