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Ombudsman Services will not review any complaint which is less than 8 weeks old unless we agree we cannot do anything further and have provided you with a deadlock code.You will be asked for our contact details when submitting your complaint through the Online Dispute Resolution portal, please use the detail provided below: John Lewis Broadband (Provided by Plusnet)The Balance2 Pinfold Street Sheffield S1 2GU Nothing within this Complaints Code of Practice forms or is intended to form any contract between you and John Lewis Broadband.Your actual speed will be dependent on your location, phone line, home wiring, wifi connection and time of day. Check your speed and products available at your location at Fibre broadband speed is described as 'average download speed of 36Mb' and 'average upload speed of 9Mb' on Fibre and 'average download speed of 66Mb' and 'average upload speed of 18Mb' on Fibre Extra as it is based on speed available to at least 50% of customers at peak time (8-10pm).Nothing in this Complaints Code of Practice affects your statutory or common law rights.
A member of our team will investigate and respond to your complaint within 5 working days.
You can refer your complaint to Ombudsman Services for resolution either by contacting them via their contact details below, or by using the Online Dispute Resolution Portal.
Ombudsman Services' contact details are: Ombudsman Services: Communications PO Box 730Warrington WA4 6WU Email: [email protected]: Telephone: 03 03 (textphone) Please note that before contacting Ombudsman Services or referring a complaint on the Online Dispute Resolution portal, all complaints need to be submitted to us by one of the methods outlined above to give us the opportunity to resolve it.
Ombudsman Services cannot deal with complaints about commercial policy (e.g.
our prices or broadband availability), nor can it deal with complaints from business users with more than 10 employees.
Our Evening and Weekend call plan is included as standard when you take John Lewis Broadband Phone.