Our Commitment
At Your Communications, we pride ourselves on delivering exceptional customer service. However, we understand that sometimes things don't go as planned. When this happens, we are committed to resolving your concerns quickly, fairly and transparently.
Our aim is to acknowledge every complaint promptly, investigate thoroughly and provide a fair resolution within reasonable timescales.
Your feedback is important to us and helps us to continually improve our products, services and customer experience. Please do not hesitate to let us know if you have any concerns or complaints.
How to Raise a Complaint
If you are dissatisfied with any aspect of our products or services, please contact us using one of the following methods:
Email: complaints@yourcomm.co.uk
Telephone: 01522 440436
Post:
Your Communications Ltd, 19 Sixfields Close, Lincoln, LN6 0EJ
Please include:
- Your company name
- Account number (if applicable)
- Contact details
- A description of your complaint
- Any relevant dates, documentation or supporting evidence
- The outcome you would like us to achieve
Our Complaints Process
Stage 1 -- Acknowledgement
We will acknowledge receipt of your complaint within 1 working day.
Where possible, we will attempt to resolve straightforward issues immediately.
Stage 2 -- Investigation
A member of our team will investigate your complaint by reviewing:
- Account records
- Orders and contracts
- Communications
- Billing information
- Supplier information (where applicable)
If we require additional information, we will contact you as soon as possible.
Stage 3 -- Resolution
We aim to provide a full written response within 10 working days.
If further investigation is required, we will keep you informed of our progress and provide an updated timescale.
Where appropriate, our resolution may include:
- An explanation of what happened
- Corrective action
- Service improvements
- Billing adjustments (where applicable)
- Any other appropriate remedy
If You Are Not Satisfied
If you remain dissatisfied after receiving our final response, you may request that your complaint be reviewed by a Company Director.
The Director will independently review all information and issue a final decision.
Alternative Dispute Resolution (ADR)
Where applicable and where required under our regulatory obligations, unresolved disputes may be referred to our approved Alternative Dispute Resolution (ADR) provider after our internal complaints process has been completed.
Details of our ADR provider and eligibility requirements will be supplied upon request or once a complaint reaches deadlock.
Contractual Disputes
Contractual disputes relating to signed agreements, leased equipment, service terms or early termination charges will be reviewed in accordance with the relevant contract terms and applicable UK law.
Where appropriate, both parties may agree to resolve disputes through mediation or another recognised form of Alternative Dispute Resolution before commencing legal proceedings.
Timescales
| Stage | Target Timescale |
|---|---|
| Complaint acknowledgement | Within 1 working day |
| Investigation | Ongoing with regular updates |
| Final written response | Within 10 working days (where reasonably possible) |
Continuous Improvement
Every complaint is reviewed to identify opportunities to improve our products, services and customer experience.
We value customer feedback and use it to help us continually enhance the service we provide.
Last Updated: July 2026