Complaints - Code Of Practice

At Wifinity, we aim to provide the very best customer service. However, we recognise that sometimes things can go wrong, and when they do, we want to put them right for you as quickly as we can.

If you are a consumer that has purchased a service provided by Wifinity, and you are unhappy with the service or have a complaint, you should contact our customer care team first.

You can do so 24 hours a day, 7 days a week in any of the following ways:

By phone

The quickest way to let us know if you're not happy with our service is to call us by phone on 0208 090 1290.

A member of the team will take down all the relevant details and then investigate your complaint.

We commit to respond to your complaint within 10 working days.

By email

If you prefer to contact us in writing, you can email us at support@wifinity.co.uk. You'll need to include:

  • your name

  • your email address

  • a contact telephone number

  • details of the complaint

A member of the team will investigate your complaint and respond within 10 working days.

By letter

If you prefer, you can make a complaint by writing to:

Wifinity

1 Kingsmill Business Park

Chapel Mill Rd

Kingston upon Thames

KT1 3GZ

If you write to us, you'll need to include:

  • your name

  • your email address

  • a contact telephone number

  • details of the complaint

Once we receive your letter, a member of the team will investigate your complaint and respond within 10 working days.

What we'll do and when we'll do it

We would aim to resolve any problem as quickly as we can, and preferably over the phone with you. However, if we can't resolve your complaint there and then, we'll do further investigation work and get back to you with an update as soon as we can.

We will aim to keep you updated regularly during the process.

V1.1 February 2021

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