Complaints Code of Practice
Effective Date: 1st January 2024
Version: 1.0
Applies to: All services provided by Uptime Allies, a trading name of The Cent.re Group Limited
1. Our Commitment to You
At Uptime Allies, we are committed to delivering reliable broadband and communications services backed by clear billing and responsive support. If something goes wrong, we want to resolve your complaint quickly, fairly, and transparently.
This Complaints Code outlines how you can raise a complaint and what to expect from us, including how to access independent dispute resolution if needed.
2. How to Raise a Complaint
You can raise a complaint using any of the following methods:
- Email: support@uptimeallies.uk
- Post:
Uptime Allies (The Cent.re Group Limited)
Centre for Advanced Industry
Coble Dene
North Shields
NE29 6DE
Please include:
- Your name and contact details
- Your service address or account number
- A clear explanation of the issue
- Any previous steps you've taken to resolve it
3. Our Complaints Process
We aim to resolve most complaints within 5 working days. You will receive an acknowledgment and a case reference, and we’ll assign a staff member to handle your complaint.
Stage 1 – First Contact Resolution
Our support team will try to resolve your issue during the first contact.
Stage 2 – Escalation
If you’re not satisfied with our first response, ask for the complaint to be escalated. A senior member of staff or team manager will conduct a further review and respond within 10 working days.
4. If We Cannot Resolve Your Complaint
If we’re unable to resolve your complaint:
- Within 8 weeks of receiving it, or
- You receive a Deadlock Letter from us,
You may escalate the complaint to our independent dispute resolution provider.
5. Independent ADR: CISAS
We are a member of CISAS (Communications & Internet Services Adjudication Scheme), a free, impartial dispute resolution service approved by Ofcom.
You can contact CISAS if you are a residential or small business customer (10 employees or fewer).
- Website: https://www.cedr.com/cisas
- Email: cisas@cedr.com
- Phone: 020 7520 3814
- Address:
CISAS, Centre for Effective Dispute Resolution (CEDR)
100 St. Paul’s Churchyard
London EC4M 8BU
6. Accessibility and Vulnerable Customers
We take additional care to support customers in vulnerable situations or with accessibility needs. If you require help managing your account or submitting a complaint, please let us know. You may nominate a third party to communicate with us on your behalf if needed.
7. Record Keeping and Review
We keep a record of all complaints for at least 12 months and regularly review complaint trends to improve our services.
8. Need Help?
If you are unsure how to raise a complaint or need help using this process, please contact our support team at support@uptimeallies.uk — we’re here to assist you.