Complaints & ADR procedure

Step 1. Talk to us first

If something isn't working as it should, please contact us first. We can usually resolve issues quickly when we know about them.

• Phone: 01650 519260 (Mon–Fri 9–5)
• Email: [email protected]
• Post: Cader Networks Ltd, Mid-Wales (full address provided on request)

Step 2. Raise a formal complaint

If your issue isn't resolved by the team, you can raise a formal complaint. We'll acknowledge it within 5 working days and aim to resolve it within 8 weeks. Mark the email subject "Formal complaint" and include:

• Your name and account / postcode
• A clear description of the issue and the outcome you're looking for
• Any reference numbers or dates relevant to the situation

Step 3. Alternative Dispute Resolution (ADR)

If we've reached "deadlock", meaning we've issued a final response you're unhappy with, or 8 weeks have passed without resolution, you have the right to refer your complaint to an Alternative Dispute Resolution (ADR) scheme.

Cader Networks is a member of an Ofcom-approved ADR scheme. The ADR scheme is free for you to use and provides an independent review of the complaint.

We will confirm our ADR scheme provider and provide the relevant referral details when we issue a deadlock letter. Most communications providers in the UK belong to either Ombudsman Services: Communications or CISAS, we will tell you which applies.

Vulnerable customers

If you are a vulnerable customer or are calling on behalf of one, please tell us. We will adapt our complaints handling to support you, including allowing more time, accepting representations from a third party with consent, and prioritising any service issues that affect health or safety.

Ofcom

We operate as a UK communications provider under Ofcom's General Conditions. You can find Ofcom's consumer information at ofcom.org.uk/phones-and-broadband.