It can be hard to get your complaint heard, and even harder to get it resolved. Below, we explain everything you need to know to effectively complain to Sky, including the relevant addresses, social media pages and chief executive details.
Telegraph Money’s mailbag has previously been inundated with complaints by readers who said Sky made it difficult for customers to leave at the end of a contract.
Readers said they encountered difficulty in cancelling in writing or by email, despite Sky’s terms and conditions suggesting this is allowed.
The television, phone and internet provider quickly cleaned up its act when the communications regulator Ofcom said it was considering launching an investigation into whether Sky breached its obligations to ensure that contract termination procedures do not act as a disincentive for customers to change provider.
These days Sky receives some of the the fewest complaints of any telecoms company for broadband services and it is the second-least complained about provider for landline services.
Nonetheless, there are still customers with 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 7591 018, or by writing to Customer Complaints, Sky Subscribers Services Ltd, PO Box 43, Livingston, West Lothian, EH54 7DD. Those writing will need to provide their name, address, postcode and telephone number.
A minimum 30 days’ notice is required to cancel Sky TV, Talk and Broadband, the provider says.
How to complain via social media
Alternatively, try contacting the supplier on its Facebook page.
Alternative dispute resolution service
If your complaint hasn’t been resolved within eight weeks, or you’re not happy with the outcome, you can make a formal complaint to CISAS, an Ofcom approved dispute resolution scheme.
This is a free, impartial service for communications consumers. It will investigate customer complaints and its decision is binding, so Sky would have to pay up if it found in your favour.
Call: 0207 520 3814, email [email protected] or write to CISAS: Centre for Effective Dispute Resolution, 70 Fleet Street, London, EC4Y 1EU.