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. 

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