Complaints Code of Practice

1. About this Code

CT1 Technologies Limited ("CT1", "we", "us") is committed to providing a high standard of service. If something goes wrong, we want to put it right quickly.

This Code explains how to complain, how we will handle your complaint, how long it will take, and what you can do if you are not satisfied with the outcome. It applies to complaints about the communications services we provide, including broadband, connectivity and telephony services.

This Code is available free of charge on request and is published at www.ct1.tech/complaints-code. We can provide it in an alternative format, including large print, braille or audio, at no charge. Please ask if you need it in a different format.

2. What is a complaint

A complaint is any expression of dissatisfaction with our services, our staff or how we have handled something - whether or not you ask us to do anything about it.

You do not need to use the word "complaint". If you tell us you are unhappy, we will treat it as a complaint and record it as one.

Reporting a fault is not automatically a complaint. If you report a fault and we resolve it in the ordinary way, that is a service request. If you are unhappy with how we handled it, that is a complaint.

3. How to complain

You can complain in whichever way suits you best:

To help us deal with your complaint quickly, please tell us: your name and organisation; your account or order reference if you have one; what has gone wrong; when it happened; and what you would like us to do to put it right.

If you would like someone else to complain on your behalf such as a colleague, adviser or family member that is fine. We will ask you to confirm that you are happy for us to deal with them.

If you have a disability or need support to make a complaint, please tell us and we will make reasonable adjustments to help.

4. What happens when you complain

Step 1 - We acknowledge your complaint

We will acknowledge your complaint within one business day of receiving it. We will give you a complaint reference and tell you who is handling it.

Step 2 - We investigate

We will investigate and aim to resolve your complaint within five business days. If we need longer - for example because we need information from a supplier or network operator - we will tell you why, and we will keep you updated at least every five business days until it is resolved.

Step 3 - We tell you the outcome

We will explain what we have found, what we are doing about it, and any compensation or goodwill we are offering. We will confirm this in writing if you ask, and always where the complaint has been escalated.

Step 4 - If you are not satisfied

If you are unhappy with the outcome, tell the person handling your complaint and it will be escalated to a manager, who will review it independently and respond within five business days.

If you remain unhappy after that, you can ask us for a deadlock letter, which confirms that we cannot resolve your complaint between us and tells you how to take it further. We will issue a deadlock letter on request and will not refuse one unreasonably.

5. Taking your complaint further - independent adjudication

If you are a consumer, a microenterprise or small business customer, or a not-for-profit customer, you may be entitled to take your complaint to an independent Alternative Dispute Resolution ("ADR") scheme. ADR is free to you, and the decision is binding on us if you accept it.

You can go to ADR if:

• a. six weeks have passed since you first raised your complaint with us and it has not been resolved; or
• b. we have issued you with a deadlock letter, whichever is sooner.

Our ADR scheme is Communications Ombudsman:

We will tell you about your right to go to ADR when six weeks have passed since you raised your complaint, and at any point when we issue a deadlock letter.

Going to ADR does not affect your legal rights, and you can take legal action instead if you prefer. The dispute resolution procedure in our Master Services Agreement is also available to business customers who are not eligible for ADR.

6. How we handle complaints internally

We record every complaint, including how it was made, what it was about, how long it took to resolve and what the outcome was.

We review complaints regularly to identify patterns and to improve our services. Complaint volumes and themes are reviewed by CT1 management at least quarterly.

Our staff are trained to recognise a complaint, to record it, and to tell you about this Code and your ADR rights.

7. Compensation

Where we have got something wrong, we will consider whether compensation or a goodwill gesture is appropriate. This may include a service credit, a refund of charges, or a payment.

Some of our services carry contractual service credits. Where they apply, they are set out in your Order Form and in the applicable service schedule. Any compensation we offer under this Code is separate from, and does not replace, those contractual rights.

8. Complaints about something we do not control

Some of our services depend on other providers, such as network operators. If your complaint relates to something a supplier controls, we will still handle your complaint, raise it with the supplier and keep you informed. We will not simply pass you on to them.

9. Contacting Ofcom

Ofcom regulates communications providers. Ofcom does not resolve individual complaints, but it does use complaint information to inform its work. You can contact Ofcom at ofcom.org.uk.

10. Changes to this Code

We review this Code at least annually and whenever the regulatory requirements change. The current version is always available at [website address].