Complaints Procedure

Our commitment

At Artemis, we are committed to providing reliable, high-quality services. When things do not go as expected, we want to put them right quickly, fairly and transparently.

This procedure explains how to raise a complaint, what will happen next, and how you can escalate a matter if you are not satisfied.

What is a complaint

A complaint is any expression of dissatisfaction relating to:

  • Mobile or telecommunications services
  • Billing or charges
  • Contracts, renewals or cancellation
  • Customer service or support

This procedure applies to consumers and small businesses with up to 10 employees, in line with Ofcom regulations.

How to make a complaint

Please submit complaints in writing so we can investigate fully:

Email: complaints@artemis.uk.com

Post:

Artemis Network Services Ltd
147a High Street
Waltham Cross
Hertfordshire
EN8 7AP

Please include your name and contact details, the service or account concerned, a clear explanation of the issue, and any relevant reference numbers or dates.

What happens next

We will acknowledge your complaint within five working days.

Your complaint will be investigated by our customer services team.

We may contact you to discuss the issue and agree a resolution.

We will provide a written response explaining the outcome, normally within 21 days.

If you remain dissatisfied, you may request a review by a Director, with a final response within 14 days.

Alternative Dispute Resolution (ADR)

If your complaint has not been resolved to your satisfaction after six weeks, or if we reach deadlock sooner, you have the right to refer the matter free of charge to our approved Alternative Dispute Resolution provider.

Our ADR provider is:

Communications Ombudsman
Website: https://www.commsombudsman.org
Telephone: 0330 440 1614
Email: enquiry@commsombudsman.org

Ofcom

Artemis is regulated by Ofcom, the UK communications regulator. Further information about consumer rights is available at https://www.ofcom.org.uk.

Record keeping and continuous improvement

All complaints are logged and reviewed by senior management to help us improve our services and prevent issues from recurring.

Accessibility and fairness

Complaints are handled fairly, consistently, and confidentially. Making a complaint will not affect your service. This procedure is available in alternative formats on request.