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Complaints Code of Practice

L A Comms Ltd · Version 1.1 · 8 November 2026 · Published in line with Ofcom General Condition C4

Our commitment

If something has gone wrong we want to hear about it, put it right quickly, and learn from it. This code explains how to complain, how we will handle it, and what you can do if you are not satisfied.

How to complain

  • Telephone: 0345 099 9000 (Monday to Friday 9am to 5pm)
  • Email: (a quick check that you are human)
  • Post: Complaints Team, L A Comms Ltd, Navigation House, Belmont Wharf, Skipton, North Yorkshire BD23 1RL

Please give your account number, the service affected, what has happened and what you would like us to do. If you need the complaint handled in an accessible format, tell us and we will arrange it.

What happens next

We deal with complaints in conversation, not by letter. Each stage is a video call on Microsoft Teams or Google Meet with someone who can make a decision.

  1. Acknowledge

    2 working daysWe log your complaint and give you a reference — within 2 working days.

  2. Manager call

    14 daysA video call (Teams or Google Meet) with a member of our management team, held within 14 days of your complaint.

  3. Manager reply

    7 daysWritten feedback on what we found and what we will do, within 7 days of the management call.

  4. Director call

    14 daysNot satisfied? Ask to escalate to a video call (Teams or Google Meet) with a director, held within 14 days of your request.

  5. Director reply

    14 daysThe director's written decision, within 14 days of the director call.

  6. Final position

    8 weeks maxIf we cannot agree, we email you our final position and you can ask for a deadlock letter — on request, and in any case no later than 8 weeks from your original complaint.

Still not resolved? Independent review by CISAS

You can stop at any stage if you are happy with the outcome, and you do not have to go through every stage before asking for a deadlock letter once we have confirmed our final position.

Independent review

If we have not resolved your complaint within eight weeks, or we have issued a deadlock letter, and you are a residential customer or a business with ten or fewer employees, you can refer the complaint free of charge to CISAS (the Communications and Internet Services Adjudication Scheme, run by CEDR), an independent alternative dispute resolution scheme approved by Ofcom. Contact: CISAS, CEDR, 100 St Paul's Churchyard, London EC4M 8BU · cedr-assist.com/consumer/cisas · 020 7520 3814. We will tell you about this right in our deadlock letter.

Record keeping

We keep a record of every complaint and its outcome for at least 12 months and review them to improve our service.