We listen to your feedback

At Aerial Direct, we strive to keep our customers happy. 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.

The following 3 steps ensure communicating with Aerial Direct is as simple as possible:

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.

Contact Customer Services

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:

E: directorsoffice@aerial-direct.co.uk
P: Customer Services, Aerial Direct, Communications House, Quay West, Gosport, PO12 4LJ

Complete Customer Complaints form

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 28 days of receiving your formal 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.

I’d like to take my complaint further

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.

Read about how we treat our customers fairly here.

Get in touch

Our Customer Service team are here to help and will do everything they can to make sure you’re happy. Contact our experts on the information below, alternatively, complete the form and we’ll be in touch soon.

T: 02392 60 30 55
E: customer.services@aerial-direct.co.uk
P: Customer Services, Aerial Direct, Communications House, Quay West, Gosport, PO12 4LJ

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