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Complaints Escalation Procedure

We aim to give outstanding service and value for money, however we recognise that from time to time issues can arise that need to be escalated. We are committed to resolving any such issues as quickly and efficiently as possible. The following section gives information on how to contact us, and what to do if you have a complaint.

Step one: how to contact us
If you are unhappy with any of our services, or you feel that you have not received a satisfactory response from our Customer Support teams, you may send your complaint in writing to:

Customer Support Manager
Progressive Networks Ltd
43 Lower Brook Street
Ipswich
Suffolk
IP4 1AQ

Alternatively you may email us at escalations@progressive-networks.net

You should expect to receive a response to your query within three working days of us receiving your correspondence.

Step two: what we will do
On receipt of your complaint our Customer Support Manager will thoroughly investigate any issues raised and propose a course of action for resolution.

Step three: if you are not satisfied
If you are not satisfied with the action we plan to take, you should request that your complaint be referred to the Managing Director.

Managing Director
Progressive Networks Ltd.
43 Lower Brook Street
Ipswich
Suffolk
IP4 1AQ

Alternatively you may email us at escalations@progressive-networks.net

You should expect to receive a response to your query within five working days of us receiving your correspondence.

Step four: what we will do
On receipt of your complaint our Managing Director will thoroughly investigate any issues raised and propose a course of action for resolution.

Step five: further action in order to resolve your dispute
Once you have a response from our Managing Director, if you remain unsatisfied with our attempts to resolve the issue, you can contact CISAS, the Communications and Internet Services Adjudication Scheme. Please note that CISAS can only help if you have given us an opportunity to resolve any issues.

CISAS can be contacted via their website.

Contact information

We are happy to answer any questions you may have regarding your Progressive Networks services. Please note that any discussions with the Progressive Networks Ltd are treated in strictest confidence, so we may need to ask you security questions to confirm that we are speaking to the right person.

This Code has been approved by OFCOM for the purposes of section 52 of the Communications Act 2003.