Help and Support

John Lewis Broadband Complaints Code of Practice - February 2016

  1. How you can complain
  2. What we'll do and when
  3. What you can do if you're still not happy

1. How you can complain

We aim to be number one for customer service. However, sometimes things can go wrong and, when they do, we want to put them right for you as quickly as we can.

If your landline or broadband service has been delivered late, or you've had a total loss of service that has taken more than two working days to fix, or our engineer has missed an appointment we made with you, your account will be credited automatically in accordance with our Automatic Compensation scheme. You can see the details at https://www.johnlewisbroadband.com/autocomp/

Here are the ways you can contact us to raise your complaint:

By phone

The fastest way to let us know if you're not happy with your service is by contacting us by telephone (0800 022 3300, 24 hours a day, 7 days a week) where you can speak to a member of our customer service team.

Online 'Contact Us'

If you prefer to contact us in writing, go to http://www.johnlewisbroadband.com/contact-us/contact-member.html (you'll need your account username and password) and select 'Raising a Complaint' under the 'Customer Service and Billing' heading. A member of our team will investigate and respond to your complaint within 5 working days.

By letter

It takes longer to reply by letter, but if you prefer to write, please send your letter to the address below. Make sure you include the account username, postcode and telephone number of the service you're complaining about.

Once we receive your letter we will respond within 10 working days. If you need a quicker response, please use one of the other methods mentioned above.

Postal address:

John Lewis Broadband
The Balance
2 Pinfold Street
Sheffield
S1 2GU

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2. What we'll do and when

Our aim is to resolve any problem as quickly as possible, preferably during a phone call with you. However, if we are unable to resolve your complaint there and then, we will investigate further and contact you with an update as soon as we can.

If you prefer to contact us in writing, we will respond within 5 working days to any complaint raised online, or within 10 working days to a letter of complaint. We will always try to resolve your complaint immediately, but whatever happens, we'll keep you regularly updated.

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3. What to do if you're still not happy

If you're still not happy with our final position on your complaint, you can take the matter to Alternative Dispute Resolution (ADR) by contacting the Ombudsman Services.

Ombudsman Services provides a free, independent service for John Lewis Broadband customers who are not satisfied with the final outcome of their complaint.

Ombudsman Services cannot deal with complaints about commercial policy (e.g. our prices or broadband availability), nor can it deal with complaints from business users with more than 10 employees.

You can refer your complaint to Ombudsman Services for resolution by contacting them via their contact details below.

Ombudsman Services' contact details are:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Email: enquiry@ombudsman-services.org
Website: www.ombudsman-services.org/communications
Telephone: 0330 440 1614
0330 440 1600 (textphone)

Please note that before contacting Ombudsman Services all complaints need to be submitted to us by one of the methods outlined above to give us the opportunity to resolve it. Ombudsman Services will not review any complaint which is less than 8 weeks old unless we agree we cannot do anything further and have provided you with a deadlock code.

Nothing within this Complaints Code of Practice forms or is intended to form any contract between you and John Lewis Broadband. The products and services described within this document may not always be available, and may change from time to time. Our standard terms and conditions apply to the product or services available. Nothing in this Complaints Code of Practice affects your statutory or common law rights.

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Service Status

For full details of our current issues or any maintenance work that could be affecting your service please visit our Service Status site.

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For your information

John Lewis Broadband is provided by Plusnet plc.

John Lewis Broadband is a trading name of John Lewis plc, but the services are provided by Plusnet and the contract for these services is between you and Plusnet plc.

Broadband and Fibre Broadband

To sign up to one of John Lewis Broadband's services, you will also have to sign up to John Lewis Broadband Phone, both on a 12-month contract. John Lewis Broadband Phone includes the Evening and Weekend† call plan as standard. You can choose to take one of our other call plans at an additional monthly charge.

*Broadband speed is described as 'average download speed of 10Mb' and 'average upload speed of 1Mb' as it is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, phone line, home wiring, wifi connection and time of day. Find out why speeds vary. Check your speed and products available at your location at www.johnlewisbroadband.com.

*Fibre broadband speed is described as'average download speed of 36Mb' and 'average upload speed of 9Mb' on Fibre and 'average download speed of 66Mb' and 'average upload speed of 18Mb' on Fibre Extra as it is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, phone line, home wiring, wifi connection and time of day. Find out why speeds vary. Check your speed and products available at your location at www.johnlewisbroadband.com.

Our broadband contracts: You must sign-up to a 12-month contract for one of the broadband services (John Lewis Broadband Unlimited, Fibre or Fibre Extra) and John Lewis Broadband Phone. If you choose to end either or both services within the minimum period, you will have to pay an early termination charge by way of compensation for ending your service(s) early. This charge depends on your monthly price and the length of time remaining in your minimum term. How we calculate these charges is set out in the Price Guide.

Phone

To sign up to the John Lewis Broadband Phone service, you will also have to sign up to one of the broadband services (John Lewis Broadband Unlimited, Fibre or Fibre Extra), both on a 12-month contract. If you choose to end either or both services within the minimum period, you will have to pay an early termination charge by way of compensation for ending your service(s) early. This charge depends on your monthly price and the length of time remaining in your minimum term. How we calculate these charges is set out in the Price Guide.

John Lewis Broadband Phone includes the Evening and Weekend† call plan as standard. You can choose to take one of the other call plans at an additional monthly charge. If you need a new phone line installing at your property, there is a £49.99 installation charge (excluding external construction charges). Details on the available call plans are set out below:-

†Call Plans

Evening and Weekend calls: Means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 made Monday-Friday 19:00-07:00 and anytime Saturday or Sunday (except calls to indirect access numbers (which include calling cards), dial-up Internet access and calls longer than 60 minutes). Calls must be started and finished within these times to be inclusive (non-chargeable) and any call that lasts more than 60 minutes will be chargeable. A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers. (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions). Our Evening and Weekend call plan is included as standard when you take John Lewis Broadband Phone.

Anytime calls: Means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 at anytime (except calls to indirect access numbers (which include calling cards), dial-up Internet access and calls longer than 60 minutes). Anytime also includes a 25% discount on calls to the top 35 international destinations. A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers. (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions). Our Anytime call plan costs £6.86 a month.

Anytime and International: Means calls to UK landlines beginning with 01, 02, 03, 0845 and 0870 at anytime (except calls to indirect access numbers (which includes calling cards), dial-up Internet access and calls longer than 60 minutes). Hang up and re-dial before 60 minutes (local) and you won't be charged. Anytime and International also provides 300 inclusive minutes per month to the top 35 international destinations and a 25% discount on any further calls made to those 35 destinations over this amount within the month. Hang up and re-dial before 30 minutes on international calls, whilst in your inclusive minutes, and you won't be charged. A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers. (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions). Our Anytime and International call plan costs £9.15 a month.

Mobile Bolt-on: Unlimited calls to UK mobile and 070 personal numbering services, hang up and re-dial before 60 minutes and you won't be charged. Mobile Bolt-on is available only to Anytime and Anytime and International call plan customers. A fair usage limit of 150 calls or 1000 minutes (whichever is reached first) a month applies to calls to 070 personal numbering services. If you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions. A Mobile Bolt-on costs £5.00 a month.

Service calls outside of your inclusive minutes: The charge for calls to service numbers beginning 084, 087, 09 and 118 consists of a 9.58p per minute access charge from John Lewis Broadband, plus a service charge set by the company you called. For all John Lewis Broadband Phone pricing, please see our Price Guide.