Customer Complaints Code

Our Complaints Commitment and Process

Claranet SOHO is committed to providing first-class service to all customers. If for any reason you are unhappy with the service provided by Claranet SOHO and would like to raise a complaint, you can do so by calling, emailing or writing to us as follows:

  • Phone: 0800 640 8010
  • E-mail: customerfeedback@uk.clara.net
  • Post: Customer Success Director, Claranet SOHO, Brighouse Court, Barnett Way, Barnwood, Gloucester, GL4 3RT

Please provide your name, Claranet SOHO username (found on your Claranet SOHO invoice), preferred contact details together with a brief outline of your complaint.

*Please note, missing information may prevent us from locating your account and result in a delay in our initial response.

Your complaint will be acknowledged within 48 working hours of receipt. Working hours are 08:30 – 17:00 Monday – Friday (excluding Bank Holidays). For example, complaints received at 4pm on a Friday will receive an initial acknowledgement no later than 4pm the following Tuesday.

Your complaint will be fully investigated proactively and openly and we may need to speak with you as part of the investigation process.

You will receive a full response and complaint decision within 8 weeks of the date your complaint was received.

In the unlikely event that you do not receive a response and decision within 8 weeks, or if Claranet SOHO is unable to resolve your complaint to your satisfaction, in accordance with OfCom requirements, you have the right to refer your complaint for Alternative Dispute Resolution. You can do so by contacting Ofcom’s approved alternative dispute resolution provider CISAS (Communication & Internet Services Adjudication Scheme). This scheme offers dispute resolution independent of Claranet and is free for you to use.

You can contact CISAS as follows: