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Sky: how to get your complaint heard by customer service

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It can be difficult to have your complaint heard, let alone resolve it. Below, we explain everything you need to know to effectively complain to Sky, including relevant addresses, social media pages, and general manager details.

Telegraph Money’s mailbag has already been inundated with complaints from readers who said Sky makes it difficult for customers to leave when a contract ends.

Readers said they encountered difficulties canceling in writing or by email, despite Sky terms and conditions suggesting it is allowed.

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The TV, phone and internet provider quickly cleaned up its act when communications regulator Ofcom said it was considering launching an investigation into whether Sky was in breach of its obligations to ensure that contract termination procedures no did not encourage customers to change supplier.

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These days, Sky receives some of the rarest complaints from any telecommunications company for broadband services and is the second least criticized fixed line service provider.

Nonetheless, there are still some customers who have grievances about Sky, so we’ve listed everything you need to know below to get your complaint heard and resolved.

How to complain directly to Sky

Sky customers can complain by calling 0333 7591018, or by writing to Customer Complaints, Sky Subscribers Services Ltd, PO Box 43, Livingston, West Lothian, EH54 7DD. Editors will need to provide their name, address, postal code and phone number.

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A minimum 30-day notice is required to cancel Sky TV, Talk and Broadband, the provider says.

How to complain via social networks

Complaining on social media can be effective. On Twitter you can contact @SkyUK or @SkyHelpTeam – copy @MoneyTelegraph in your tweets so that we are aware of your problem.

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You can also try contacting the provider on their Facebook page.

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Alternative dispute resolution service

If your complaint has not been resolved within eight weeks, or if you are not satisfied with the outcome, you can file a formal complaint with CISAS, an Ofcom-approved dispute resolution system.

This is a free and impartial service for consumers of communications. It will investigate customer complaints and its decision is binding, so Sky should pay if it rules in your favor.

Call: 0207 520 3814, send an e-mail to [email protected] or write to CISAS: Center for Effective Dispute Resolution, 70 Fleet Street, London, EC4Y 1EU.


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