NEED THIS DOCUMENT IN ANOTHER FORMAT?

If you feel that we have not performed to the standard that you expect from us, our complaints procedure is designed to assist you in dealing with us in these circumstances. 

All of our services are governed by our GraniteGiG Terms and Conditions, and Acceptable Use Policy. Before logging your complaint, you may find it useful to peruse these documents. 

Our complaints handling process:

1. In the first instance, please contact us with full details of your complaint via the details provided below.
2. We aim to resolve all complaints within 28 days. 
3. If we are unable to resolve your complaint satisfactorily, we will issue a ‘deadlock’ letter so that you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service. 
4. Alternatively, if more than 8 weeks has passed since you first made your complaint, please contact the ADR scheme directly. Contact details: Ombudsman Services 24 Angel Gate City Road London EC1V 2PT Telephone 0845 1308 170 E-mail info@cisas.org.uk Web site: http://www.cisas.org.uk
5. All complaints are dealt with on a case-by-case basis and any refund or compensation offered will be done so on the individual merits.