Complaints Code Of
Practice
How to Make a Complaint
If you experience any issues with our services, please contact us via the following:
- Email: support@tribefibre.com
- Tribe Account: Log into your Tribe Fibre account and raise and a support ticket.
- Post: Tribe Fibre Limited, Building B, Watchmoor Park, Riverside Way, Camberley, GU15 3YL
Our Complaint Handling Process
Upon receiving your complaint, we will:
- Acknowledge your complaint within 48 hours.
- Assign a customer service representative to investigate the issue and aim to provide a resolution within five working days.
- Keep you informed throughout the process until your complaint is resolved.
Escalating A Complaint
If you are not satisfied with our response, you may ask for your complaint to be reviewed by a senior manager. Tribe Fibre is also regulated by Ofcom, and if necessary, unresolved complaints may be directed to the independent adjudicator, Ombudsman Services, at ombudsman-services.org.
Alternative Dispute Resolution
After eight weeks, or if we issue a “deadlock” letter indicating we’ve reached the limit of our efforts, you may contact the Ombudsman for a free, impartial resolution.
Improving Our Service
We continuously monitor complaints and use the feedback to improve our services. All complaint outcomes are reviewed to enhance our policies and customer experience.
