1. Introduction
MLL are committed to delivering high-quality services to our customers. We value all feedback, including complaints, as it helps us improve our operations and customer experience. This Code of Practice outlines how customers can raise complaints, the timescales for responses, the escalation process and how unresolved complaints can be referred to an Alternative Dispute Resolution (ADR) scheme.
2. How Customers Can Complain
Customers can raise complaints through the following channels:
- Through your service escalation procedure in your service agreement/customer services plan.
- Via email, please email [email protected].
- Via the post to MLL Telecom Ltd, Marlow International Parkway, Marlow, Buckinghamshire, SL7 1YL (please mark as private & confidential).
All complaints are logged and tracked centrally by the Compliance Manager or HR, who is independent of the department involved to ensure governance and transparency.
3. Timescales for Responses
| Timeline | Activity | Owner |
| Within 5 working days | Acknowledge complaint | Head of Department |
| Within 20 working days | Resolve complaint | Head of Department |
- Updates will be provided at least every 7 working days.
- If the resolution exceeds 20 working days, the Head of Department will provide an explanation and a revised timeline.
4. Escalation Process
If a complaint is not resolved to the customer’s satisfaction:
- It will be escalated to the Director – Customer Experience.
- If still unresolved, it will be escalated to the Chief Executive Officer (CEO).
5. Referral to Alternative Dispute Resolution (ADR)
If the complaint remains unresolved for at least 8 weeks (changing to 6 weeks from 8 April 2026) customers have the right to refer their complaint to an independent Communications Ombudsman ADR scheme who provide impartial assessments of unresolved complaints.
Details of the ADR scheme, including how to contact them, are available from the OFCOM website.
This Code of Practice was last reviewed on 16th October 2025.