SynergyGroup Complaints Procedure

SynergyGroup are fully committed to providing our customers with outstanding levels of service, but from time to time we understand that you may be unhappy with certain aspects of the services we provide.

With this in mind, we have developed a Complaints Procedure which clearly sets out what you need to do if you have a complaint.

The Complaints Procedure is described below.

Contacting us

If you would like to make a complaint about our service, here are the methods by which we hope to be able to resolve your complaint as quickly as possible:

Phone: 0800 915 6666 Monday to Friday between 09:00 and 18:00 hours


Post:  Customer Experience Manager, SynergyGroup, King’s Parade, Lower Coombe Street, Croydon, CR0 1AA

Please allow a response of 5-10 working days for postal complaints and 1-2 working days for email complaints.

Please ensure that whichever method you choose to contact us, you have the following information in order for us to deal with your complaint efficiently:

  • Company name and account number (located on any of your invoices)
  • Name, contact phone number and postal address
  • Nature of the complaint, including any relevant detail

Once we have logged all of the details of your complaint, we aim to supply you with our initial response within 5 workings days, and resolve all complaints within 20 working days from when you notify us, with more complex cases taking longer.

Taking further action

If we have not been able to resolve your complaint to your satisfaction within 25 working days from when you notified us, we will send you a letter confirming this.

This letter is normally referred to as a “deadlock letter” and confirms that there is nothing more we can do with respect to your complaint.

When you have received the deadlock letter from us, you may wish to refer the complaint to one of the following two organisations.

Office of Communications – The Office of Communications (Ofcom) if you are a large business

The Ombudsman Service is appropriate if you are a small business

The Office of Communications (Ofcom)

The Office of Communications (Ofcom) are the body set up by the Government to monitor and regulate telecommunications within the UK.

Ofcom aims to provide the best possible deal for customers in terms of quality, choice and value for money.

You will find the contact details for Ofcom below.

The Ombudsman Service – The Ombudsman Service is a free and independent service that deals with complaints by residential and small business customers against member telecommunications companies. You will find the contact details for The Ombudsman Service below

Useful addresses and phone numbers:

Office of Communications (Ofcom)

Riverside House

2a Southwark Bridge Road

London SE1 9HA

Phone: 0300 123 3333 or 020 7981 3040. We are open Monday to Friday from 9.00am to 5.00pm




The Ombudsman Service

The best way to contact them is by:

Phone: 0330 440 1614

Fax: 0330 440 1615

Textphone: 0330 440 1600

Phone lines are open Monday to Friday from 9am until 5pm, closed at the weekends, on bank holidays and between Christmas and New Year.

Please note, 03 numbers, introduced by Ofcom are an alternative to chargeable 08 numbers such as 0845. Calls to 03 numbers cost the same or less than calls to 01 and 02 prefixed numbers and are included as part of any inclusive minutes or discount package. These rules apply to calls from any type of line including mobile, fixed line or payphone.

If you need to write to them, you can do so using the following address:

Ombudsman Services: Communications

PO Box 730