Last updated: April 2026
Most problems are small and get sorted out with a quick call or email. Sometimes they aren't, and when that's the case we want to make it easy to tell us, easy to track, and easy to escalate if we can't reach a resolution ourselves.
The short version
Get in touch any way that suits you. We'll acknowledge within two working days and aim to resolve things within ten. If we can't agree within eight weeks, you can take the complaint to Ombudsman Services free of charge.How to get in touch
Any of the routes below reaches the same small support team. Email gives you the clearest audit trail, the phone is best if you're off-line or need to talk something through, and post is available if you'd rather put it on paper.
Duplia Ltd, Unit 22 The Glenmore Centre, Quedgeley, Gloucester GL2 2AP
Mark the envelope 'Complaint' so it reaches the right desk quickly.
What to include
You don't need to structure a complaint formally. The quicker we can pinpoint the issue, the quicker we can fix it, so where possible please share:
- Your name and the service address or postcode on the account.
- A short description of what's gone wrong and, if it's a recurring issue, roughly when it started.
- What you'd like us to do to put it right.
- The best way and time to reach you if we need more detail.
What happens next
Every complaint is logged, assigned to a named owner, and tracked through to close. You can expect:
Acknowledged
We reply within two working days to confirm we've got it and tell you who's handling it.
Resolved
We aim to have an answer or a fix inside ten working days. If it's taking longer, we'll tell you why and when to expect the next update.
Deadlock or six weeks
If we can't agree, or six weeks have passed, we'll issue a deadlock letter so you can take the complaint to an independent ombudsman.
Escalating to Ombudsman Services
We're members of Ombudsman Services: Communications, the Alternative Dispute Resolution (ADR) scheme approved by Ofcom for the broadband industry. You can take a complaint to them free of charge once either of the following is true:
- Six weeks have passed since you first raised the complaint with us and it still isn't resolved.
- We've issued you a deadlock letter saying we've reached the end of what we can do internally.
The ombudsman reviews both sides independently and can direct us to take action, including apologies, practical remedies or financial awards. Their decision is binding on us but not on you: you're free to pursue other routes if you'd rather.
Ombudsman Services: Communications
Submit a complaint, check eligibility and find current contact details at ombudsman-services.org.Other useful contacts
Ofcom doesn't handle individual complaints but it does track how the industry behaves. Its phones and broadband area has guidance on your rights, typical timeframes and how to get advice. Citizens Advice also offers free help with consumer disputes via citizensadvice.org.uk.
Changes to this page
We keep this page up to date with any change to our processes, timeframes or ADR membership. The “Last updated” stamp at the top tells you the most recent revision.