Customer Complaints Code

Email complaints@forgemyway.com, call 020 4538 5435, use the support form on the Contact page, or write to Complaints, Forge Connectivity Ltd, 10-16 Docklands Business Centre, Tiller Road, London, E14 8PX. Please include your name, account or service details, what happened and what outcome you are seeking.

If you need an accessible way to complain or help because of vulnerability or disability, tell us and we will make reasonable adjustments to the complaints process.

We will record the complaint, provide a reference, investigate relevant account, billing, provisioning and supplier records, and take active steps to resolve the issue. Where we cannot resolve it immediately, we will keep you informed of material progress and explain the outcome reached.

If you remain dissatisfied, you can ask for the complaint to be reviewed by a senior complaints handler. If we reach a final position that cannot resolve the dispute, we can issue a deadlock letter where appropriate.

Ofcom requires communications providers to belong to an approved Alternative Dispute Resolution scheme. Residential and qualifying small-business customers can normally use ADR once a complaint has been unresolved for six weeks, or sooner if deadlock is reached.

Forge's ADR membership is a launch requirement that must be completed before regulated communications services are activated for customers. Once membership is confirmed, the scheme name, contact details and referral instructions will be published in this code and included on customer bills. We will not claim membership of CISAS or Communications Ombudsman until the relevant scheme has accepted Forge.

Ofcom does not normally resolve individual customer disputes, but it uses complaint information to monitor the communications market and enforce its rules. Using Forge's complaints process or ADR does not remove any other legal rights you may have.