topic Complaint in Broadband & Landline

Complaint

Dmanley01 — Fri, 07 Aug 2026 12:31:51 GMT

Raised official complaint but received email saying complaint now been closed without any answer regarding my compliant or outcome of the complaint or reasoning for closing complaint

Re: Complaint

XRaySpeX — Fri, 07 Aug 2026 12:39:01 GMT

You do have the right to reopen any closed complaint within 28 days but you need to call CS to do so.

Re: Complaint

Dmanley01 — Fri, 07 Aug 2026 13:56:41 GMT

Hi

I raised complaint then they closed it without reasoning or outcome of
complaint , so I reopened complaint for the 2nd time and same result
compliant closed without reasoning or detailing outcome or why

Re: Complaint

XRaySpeX — Fri, 07 Aug 2026 14:02:31 GMT

They shouldn't be doing that.

You could wait until 6 weeks after the complaint was 1st raised & then escalate it to the Ombudsman as unresolved after 6 weeks.

Re: Complaint

JimM11 — Fri, 07 Aug 2026 14:18:41 GMT

@Dmanley01 Did you do if e-mailed to them the requested?

If you email us directly, don’t forget to include:
• Your full name
• Your full postal address
• Your account number and/or mobile telephone number and if you’re a home broadband customer your landline
telephone number
• Details of your complaint
• Your resolution requirements
• An alternative daytime contact telephone number
The Customer Services Team will be working towards contacting you as soon as possible after receiving your complaint.
If we can’t get hold of you by phone, we’ll email you if you have provided us with your email address, or we’ll write to
you.

EE Complaints Code of Practice