How to Complain

Talk to us

At Aerial Direct we strive to keep our customers happy, but we realise that sometimes we make mistakes. Telling us when you are unhappy is important. It gives us the opportunity to put things right and improve the service we offer in the future. We are dedicated to resolving any customer issues swiftly and to your satisfaction.

What to do if you have a problem:

We urge you to talk to us if you are experiencing problems. Please ensure you include your contact details in any written communication so we can fix your problem efficiently and effectively.

We will endeavour to respond to your issue within 48 hours. Further investigation may be required, and we will aim to resolve your problem within 3 working days. If your query is complex we may take longer, however, we will keep you informed every step of the way.

To make a formal complaint, please download this form and return it to us via email, or post using the details below.

In Writing:

Customer Services Manager
Aerial Direct
1 Barnes Wallis Road,
Fareham,
Hampshire,
PO15 5UA

If you find the conclusion unsatisfactory please Click Here

Ofcom Statement

Aerial Direct is an independent telecommunications provider and are therefore bound to work within the regulations as applied by Ofcom. It is our practice to try and go above beyond these legal requirements as we aim to only operate under the best practices and highest level of customer communications. Ofcom’s General Conditions of Entitlement apply to anyone providing an electronic communication service or an electronic communications network.
General Condition C7 is a document which regulates how regulated communications providers are able to market and sell fixed-line telephony services to customers. You can find full details of General Condition C7 here.

General Condition C8 is a document which regulates how communications providers are able to market and sell mobile telephony services to customers. The Full details of General Condition C8 are here.

We have produced a summary of Ofcom’s General Condition C8 in an easily readable format below:

C8 Summary

A paper copy of these General Conditions is available free of charge on request.

Should you have any questions relating to the above, please contact us at customer.services@aerial-direct.co.uk or call us on 02392 60 30 55.