At Aerial Direct, we strive to keep our customers happy and work hard on resolving any issue

How does it work?

We’re dedicated to treating all of our customers fairly and we do this by listening to your feedback. We’re not perfect and we realise that sometimes we make mistakes, but we always aim to reach a swift and satisfactory resolution. Your feedback is important to us because it gives us the opportunity to improve our service and make things right if you’re unhappy.

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1. First time resolution

If you’re dissatisfied with the service you’ve received from Aerial Direct, please let our Customer Service team know and they will do their best to resolve any queries and issues you raise.

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2. Submit your complaint

If you’re unhappy with the resolution our Customer Service team offered you, please complete our Customer Complaints form and return it to us via the details below:

Email to: [email protected]

Post to: Customer Services, 1 Barnes Wallis Road, Fareham, Hampshire, PO15 5UA.

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3. We’ll investigate and respond

Once we’ve received your complaint, it will be logged, assigned to a dedicated case officer and you’ll receive an acknowledgement receipt within 3 working days. While we work to reach a resolution for you, we may need to speak to the account holder to document the course of events that led to your complaint. We may also request documentary evidence from yourself and any relevant third parties.

We’ll always provide you with a final written response within 8 weeks of receiving your complaint.

Our dedicated team will always aim to reach a resolution that you’re happy with, however, if you’re still not satisfied with the outcome of our investigation, you can raise your complaint through an alternate dispute resolution scheme, like the Ombudsman services, of which Aerial Direct is a member.

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Treating our customers fairly

We’re required, by Ofcom and the Financial Conduct Authority, to treat all of our customers fairly. Our ambition is to exceed these standards by going the extra mile for our customers.

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01329 558 558

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