At VOOT Telecom, we are committed to providing an excellent and ethical service to our customers.

However, we understand that there may be times when you feel our service does not meet your expectations. If you have a concern or complaint, we want to address it as quickly and effectively as possible. For the most efficient and effective resolution to your concern or complaint, please follow the steps below.

This procedure applies to VOOT Telecom and its brands, Fast Rural Internet, Pocket Landline, and SIM Only.

Step 1: Contact us

If you have a complaint please get in touch with us directly using your preferred method below:

Phone: 0114 321 1504

Email: hello@voot.org

Postal Address: VOOT Telecom, The Circle, 33 Rockingham Lane, Sheffield, S1 4FW

Please provide as much detail as possible about the nature of the issue, any relevant dates or documentation and your name and contact details.

Step 2: Acknowledgment of your complaint

We will acknowledge receipt of your complaint within 24 hours during business days. At this stage, we may request further information to help us understand and resolve your issue.

Step 3: Investigation and resolution

Any complaints are typically dealt with directly by our Managing Director, Nigel Short, who will investigate your complaint.

We aim to resolve complaints as quickly as possible which is usually within a day or two. However, some complaints may take longer to investigate and resolve, particularly if they are complex. If this is the case, we will keep you informed of our progress and provide an estimated resolution date.

Step 4: Our response

Once we have completed our investigation, we will contact you with our findings and any actions we have taken to resolve your complaint. We will do this via your preferred contact method (phone, email, or post).

Step 5: Independent Review

If you remain dissatisfied after following our complaints procedure, you have the right to contact the Communications Ombudsman. The Ombudsman provides a free, independent service for resolving disputes between telecoms companies and their customers. More details can be found at 

Website: www.commsombudsman.org

Phone: 0330 440 1614

Email: enquiry@commsombudsman.org

Postal Address: Communications Ombudsman, P.O. Box 730, Warrington WA4 6WU

Please note that the Ombudsman will only consider your complaint if you have already followed our internal complaints procedure and it has been at least 8 weeks since you first raised your complaint with us, or if we have issued a deadlock letter.

Thank you

Your feedback helps us to identify areas where we can do better and ensures that we maintain our high standards of customer service and ethics.

For further assistance or to provide feedback on our complaints procedure, please contact us at the details in Step 1 above.