Complaints Code of Practice

Complaints Code of Practice

YouFibre Limited, registered in England & Wales with company number 12359292 with registered office at Unit H The Courtyard, Tewkesbury Business Park, Tewkesbury, UK, GL20 8GD ("YouFibre", "we", "us" or "our").

YouFibre cares passionately about our customer experience, service quality, and ensuring you receive an unrivalled service. We do however acknowledge that there may be instances where you need to let us know if we have not met that expectation.

YouFibre provides a Code of Practice for complaints ("Complaints Code"). This Complaints Code guides you on how to make a complaint and how to escalate a complaint further, if required. We are always ready to listen and we are committed to do our best to meet your needs relating to the service we provide to you as quickly as possible. Always feel free to contact us; we do listen, and we will do what we can to help.

1. About Our Complaints Code

As a telecommunications service provider, YouFibre is required to have a code of practice for complaints to protect residential customers and small business customers. The definition of a small business in this instance is those businesses having ten or less employees. This Complaints Code includes the internet service provided to you by YouFibre.

2. Complaint Handling

2.1 Your Starting Point for a Problem or Query

YouFibre is dedicated to customer experience and service quality. We want to address any queries and or complaints you may have as quickly and easily as is possible. Our staff are all trained on this Complaints Code and use it in the complaints process.

To start the complaints process, please use either the support telephone line or the dedicated support email facility. Alternatively, you can also write to us at the address provided above. Please also be assured if you are unable to make the complaint yourself, you can nominate another person for this with your consent.

Contact options:

Telephone: 0330 822 2222 (available between 8am-8pm, 7 days a week)

Email: hello@youfibre.com

Website: log a ticket through your YouFibre account portal

Post: by writing to us at Unit H The Courtyard, Tewkesbury Business Park, Tewkesbury GL20 8GD.

In general, most problems can be resolved quickly by email or by phone on your first contact with us. If we are unable to deal with your complaint immediately, please give us an opportunity to investigate the complaint. We will do our best to achieve a resolution within forty-eight hours.

2.2. Escalating Your Complaint

, If the solution offered is not to your satisfaction, you can ask to escalate directly to our management team. The management team will aim to respond to your complaint within 2 working days to discuss your complaint, and will endeavour to resolve the complaint within a reasonable period of time.

If you feel the management team have been unable to satisfactorily resolve your complaint within a reasonable time, you can contact the complaints manager by writing to the postal address listed above or emailing complaints@youfibre.com. The complaints manager will acknowledge receipt within forty-eight hours and will endeavor to resolve the claim within a reasonable period of time.

If escalation remains unresolved after a period of 6 weeks and you feel your complaint has not been adequately addressed, you can refer it the Communications Ombudsman (see Independent Adjudication Section below).

2.3. Independent Adjudication

If YouFibre cannot resolve your complaint within a total period of 6 weeks, or earlier if mutually agreed, we'll issue a "deadlock" letter. You can then, if you choose, make a complaint through the Communications Ombudsman ("Ombudsman"), which offers an independent alternative dispute resolution scheme.

You can contact the Ombudsman by telephone on 0330 440 1614, or via its website: www.commsombudsman.org, or by email: enquiry@commsombudsman.org, or by post: Communications Ombudsman, PO Box 730 Warrington, WA4 6WU.

Please note that Ombudsman will only deal with your complaint if you've first followed YouFibre's internal complaints procedure in full. If the Ombudsman does deal with your complaint then an independent adjudicator will decide how your issue should be resolved, based on the details of your complaint.

You can get help and advice from your local Citizens Advice Bureau - it should be noted this does not fall within the formal complaints procedure.

2.4. How We Will Contact You

YouFibre will investigate every complaint and actively work to resolve to your satisfaction. We will contact you by your preferred contact method if you have made us aware of it, otherwise we will call you once we have a resolution. If you are not available when we call, we will email you with our telephone number so you can ring us back when you're free during our opening hours.

3. Number Porting Compensation Scheme

YouFibre provides a telephony service, you can ask your existing telephone provider to transfer (or "port") your old number to our service. If porting a number is possible, we will email you with a "porting date".

We only do this after agreeing the date with your existing telephone provider, this will depend on the "Activation Steps" needed for the transfer being in place. If the number transfer has not happened one business day after the agreed porting date, you are entitled to claim compensation from YouFibre.

YouFibre calculate the amount of compensation entitlement by multiplying the monthly subscription payment by twelve, dividing by three-hundred-and-sixty-five and then multiplying this by the number of days' delay for which you can claim compensation. YouFibre will award compensation on your next monthly bill in the form of a credit. Any compensation you're awarded will fully and finally settle any claim you may have against us (now or in the future) in respect of the delay.

4. Customers with Additional Requirements

YouFibre welcomes everyone, we are absolutely committed and dedicated to a fully inclusive service for all. If you require additional support when using our services, you can contact our customer support by email, telephone, or letter as identified previously in this document. Please also see our https://www.youfibre.com/legal/vulnerable-customer-policy/ for additional information.

5. Date

This Complaints Code of Practice is effective from 19 December 2025.

Call us:

0330 822 2222

8am-8pm 7 days a week