Complaints

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can sometimes go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact your Account Manager or use one of the following methods of contact in the first instance:

By phone: 0115 9170197

By email: info@aitn.co.uk

By letter: Beechwood Park, Main Road, Elvaston, Derby, DE72 3EQ

Codes of Practice

As a communications provider, we’re regulated by Ofcom and are fully commited to delivering best practice standards. We’re members of the Federation of Communications Services (FCS) and registered with the Ombudsman Services, who provide dispute resolution services if we cannot resolve a customer complaint directly. Please find out more in our full codes of practice below.

Code of Practice – including our Code of Practice for Premium Rate Services & NTS calls

Purpose of this Code of Practice

This code informs you about our full range of communication products, services, customer-care policies and where to find information about our charges and terms and conditions. Please view our full code of practice below:

Code of Practice on Complaint Handling & Dispute Resolution

Purpose of this Code of Practice

If you have a complaint about any of our communications services, please contact your Account Manager or use one of the following methods of contact in the first instance:

By phone: 0115 9170197

By email: info@aitn.co.uk

By post: By letter: Beechwood Park, Main Road, Elvaston, Derby, DE72 3EQ

If we are unable to resolve your complaint directly, or it has been more than 8 weeks from the date you first contacted us to complain, then you may ask for help from The Ombudsman Services, as detailed below.

Ombudsman Services – Communications – PO Box 730, Warrington, Cheshire, WA4 6WU.

Tel: 0330 440 1614 Fax: 0330 440 1615

Email: enquiry@ombudsman-services.org

Website: www.ombudsman-services.org