Legal

Complaints

In briefIf something has gone wrong with a service we provide, tell us and we’ll do our best to put it right. This page explains how to raise a complaint, what we’ll do and when, and where you can go if we can’t resolve it, including the independent route available for some phone and broadband complaints.

Draft for review. This complaints procedure is a draft, prepared on 28 September 2026 for the website proposal. It must be reviewed by a solicitor or data-protection adviser, and the timescales confirmed, before it is published or relied on.

1. What this procedure covers

This procedure covers complaints about any service we provide, including IT support, cyber security, phone systems, connectivity and managed print, and about how we have dealt with you.

If something isn’t working, please report it as a fault first. Placeholder: how existing clients report a fault, for example the support phone line, email or portal (Q07) Use this procedure if you are unhappy with our service, or with how a fault or request has been handled.

For a complaint about how we use personal information, see section 5.

2. How to complain

You can complain to us:

  • by email: hello@enhancedgroup.co.uk Placeholder: dedicated complaints mailbox, if different (Q10)
  • by phone: 0117 472 9200, Monday to Friday, 08:30 to 17:00
  • by post: Complaints, Enhanced Group, 43, Dixon Business Centre, Dixon Rd, Brislington, Bristol BS4 5QW

It helps us to act quickly if you tell us:

  • your name, your organisation and the best way to contact you;
  • which service or site the complaint is about;
  • what went wrong, and when;
  • what you would like us to do to put it right;
  • any reference numbers, such as a ticket or account number.

If you need help making a complaint, or need our reply in a different format, let us know.

3. What happens next

  1. We acknowledge your complaint within Placeholder: acknowledgement target, in working days (Q10) and tell you who is dealing with it.
  2. We investigate. We look at what happened, check our records and may ask you for more information.
  3. We respond in writing within Placeholder: full response target, in working days (Q10), explaining what we found and what we will do. If we need longer, we’ll tell you why and when to expect an answer.
  4. If you’re not satisfied with our response, you can ask for it to be reviewed by Placeholder: escalation contact, for example a named director (Q10).

4. Complaints about phone, broadband and mobile services

Extra protection applies if we provide you with a public communications service, such as a phone line, broadband or a mobile service, and you are a consumer, a small business or a not-for-profit organisation. Ofcom’s rules give you the right to take a complaint we haven’t resolved to an independent alternative dispute resolution (ADR) scheme. ADR is free for customers to use.

You can go to the ADR scheme:

  • six weeks after you first complained, for complaints raised on or after 8 April 2026 (the wait was eight weeks for earlier complaints); or
  • sooner, if we write to tell you that we can’t resolve your complaint. This is known as a deadlock letter.

Ofcom approves two ADR schemes: the Communications Ombudsman and CISAS, which is run by the Centre for Effective Dispute Resolution (CEDR).

Placeholder: confirm whether Ofcom’s complaints rules apply to Enhanced Group and, if they do, name our ADR scheme with its contact details and publish our full customer complaints code (Q10)

5. Complaints about personal information

If your complaint is about how we have handled your personal information, contact Placeholder: privacy contact mailbox (Q09) or use the contact details in section 2. As UK data protection law requires, we’ll acknowledge your complaint within 30 days, look into it without undue delay, keep you updated and tell you the outcome.

You can also complain to the Information Commission, known as the ICO, at ico.org.uk/make-a-complaint or on 0303 123 1113. Our privacy notice has more detail.