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What is Rebel's Complaint Code?

We are committed to providing the highest quality service and take all complaints extremely seriously. If you ever feel that we haven’t met your expectations, we want to hear from you so we can put things right.

We are Rebel Broadband UK Limited (company no. 13761072), registered at 5 New Street Square, London, England, EC4A 3TW (“Rebel Internet”, “we”, “us”).

This Complaints Code explains how to make a complaint, how we handle complaints, and what to do if you're not satisfied with the outcome. Our goal is to make the process as clear, fair, and efficient as possible.

1. How to Make a Complaint

If you have a complaint about our service, you can contact our Customer Success team using one of the following methods:

1.1. By Email

Email your complaint to complaints@rebelinternet.uk.

Please include:

  • Your Rebel Internet account number
  • Your full name
  • The date the issue first began
  • Names of any Rebel Internet advisors or managers you’ve previously spoken with
  • A clear description of your complaint

What happens next:

  • We’ll review your complaint and account details in full.
  • Your complaint will be routed to the correct department for investigation.
  • We will follow up via email (or other written correspondence if needed).
  • We treat complaints as a priority and aim to resolve them within 10 working days. If more time is required, we will keep you updated.
  • You should receive an automatic acknowledgement of your email. If you do not receive one, please resubmit your complaint or contact us by post.

1.2. By Post

You can write to us at:

Rebel Internet
5 New Street Square
London
EC4A 3TW

We recommend using recorded or tracked delivery.
Please include the same details requested in the “By Email” section.

2. Additional Assistance

If you have any special requirements, please let us know. We can provide this Complaints Code in large print, braille, or audio upon request.

Email complaints@rebelinternet.uk to request an accessible format.

If you prefer, you may appoint an authorised representative or advocate to communicate with us on your behalf. Please let us know in writing if you choose to do this.

3. How We Investigate Complaints

Our aim is to resolve most issues upon first contact. When a formal complaint is raised:

  • You will receive a written acknowledgment (by email) within 2 working days.
  • If you do not receive a human acknowledgement within this timeframe, please resubmit your complaint via email or post.
  • You will be given a unique reference number — please keep this for future correspondence.
  • We will keep you informed about the progress, next steps, and expected resolution timeframe.
  • If more information is needed from you, we will request it promptly.
  • If we do not hear back from you within a reasonable time, we will proceed with the investigation based on the information available.

Most complaints are resolved within 10 working days, but if more time is needed, we will provide regular updates.

Once resolved, we will confirm the outcome in writing.

4. If You’re Still Not Satisfied

If you are unhappy with the initial outcome:

  1. You may request that your case be escalated to a manager.
  2. If this still does not resolve your concerns, you may escalate your complaint to our Director of Customer Success, Kristi T, who will personally oversee the case.
    (Please ensure you have followed the earlier steps before escalating.)

Kristi will respond within 5 working days, provided the required steps have been completed.

5. Alternative Dispute Resolution (ADR)

If:

  • We have not resolved your complaint within 8 weeks, or
  • We confirm earlier that no further progress can be made

…we will issue an ADR letter. This allows you to contact our independent ADR provider:

Ombudsman Services: Communications
Website: https://www.ombudsman-services.org/communications.html
Phone: 0330 440 1614
Textphone: 0330 440 1600
Address: PO Box 730, Warrington, WA4 6WU

ADR is free of charge for you.
You must raise your complaint with us before approaching the Ombudsman.

6. Contacting Ofcom

If you are unhappy with how we or Ombudsman Services have handled your complaint, you may contact Ofcom, the UK communications regulator:

Ofcom Contact Centre
Riverside House
2A Southwark Bridge Road
London SE1 9HA
Website: www.ofcom.org.uk

(Please note that Ofcom does not resolve individual consumer complaints but may use your information for regulatory purposes.)

7. Records

We retain electronic and paper records of complaints for at least 6 months from the date they are raised.
Your personal data is processed in accordance with our Privacy Policy.

Policy Date

Effective from 11 April 2023.