Octaplus Networks Limited (octaplus) takes customer experience seriously and always strives to provide excellent service to our customers.

If you feel that we have not met your expectations, please let us know. We are committed to resolving all complaints in a fair and timely manner. Your comments are important to us and we try to use them to improve our work. We will do our best to resolve your complaint and any feedback you receive will be used to improve our services for other customers.

Octaplus is a limited company registered in England and Wales under company number 13985026 and has its registered office at Kemp House, 152 - 160 City Road, London, United Kingdom, EC1V 2NX.

Our Customer Complaints Policy below explains how to make a complaint and what action should be taken if necessary. This includes all services provided to you by octaplus, including your broadband service and other services provided to you.

Step 1: Contact our Customer Support Team. First, they can look into your complaint and try to resolve the issue while talking to you. If we cannot handle your complaint quickly, please give us the opportunity to investigate your complaint and respond within 72 hours. You can contact us through the following channels most recently:

Phone: 03337729009
Email: We kindly request our customers to send in the email to the right department.
Technical Support: support@octaplus.co.uk
Billing: billing@octaplus.co.uk
Onboarding: onboarding@octaplus.co.uk

Step 2: If you are not satisfied with the solution provided by Customer Support, you can raise a request to our Complaints Department Team.
Our complaints team will respond to your complaint within 72 hours, explain the problem and work to resolve your complaint quickly.
You can contact us through the following channels.
Email: complaints@octaplus.co.uk

Step 3: If you feel that your complaint has not been satisfactorily resolved by our complaints team, you can request that it be escalated to our Operations Manager. They will review your claim and respond within 15 working days and try to resolve it as quickly as possible.

Step 4: If, after following the process above, and after a period of 2 months, you are still not happy that your complaint has been adequately addressed, you can refer it for independent adjudication, which is the Ombudsman (see Independent Adjudication Section below).

We investigate all complaints and do our best to resolve issues in your best interest. We will let you know as soon as we have a resolution within the given time frame. We may be able to resolve your issue during the first call, or else we'll issue a ticket or case number and let you know when we do.

We will first attempt to contact you using your preferred contact method and the method by which you contacted us.

If we are unable to contact you, we'll send you an email with our phone number so you can call when you're available during business hours.