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,
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. General Condition 22 is the Ofcom document which telecom companies are regulated by for the purpose of migrating services from fixed line services provided within Openreach’s Access Network. General Condition 23 is the Ofcom document which telecom companies are regulated by for the purpose of marketing and selling.

Full details of General Condition 22 and General Condition 23 are available here:

General-Condition 22 – Service Migrations and home moves
General Condition 23 – Sales and Marketing of mobile telephony service