Version 1.0. Effective: 24 September 2026.
We aim to get things right first time, but if you’re unhappy with our service we want to know. This code explains how to complain and what happens next. It applies to all IAP services, including phone and broadband.
How to complain
- Log it through the IAP Helpdesk.
- Use our contact form, choosing “Something else” and starting your message with “Complaint”.
- Tell your usual IAP contact, by phone or email.
- Write to: Complaints, IAP UK Ltd, Unit 6, Bowling Hill Business Park, Quarry Road, Chipping Sodbury, Bristol, BS37 6JL.
Complaining is free. If you need help to make a complaint, or need information in another format such as large print, tell us and we’ll help.
What we’ll do
- Acknowledge your complaint within 2 working days and give you a reference number.
- Investigate and aim to resolve it within 10 working days.
- If it takes longer, keep you updated at least every 10 working days.
- Tell you what we found, what we’ll do about it and when.
If you’re not happy with our response
Ask for your complaint to be reviewed by one of our directors. They will look at it again and give you our final response in writing.
Independent dispute resolution for phone and broadband
If you are a residential customer or a business with 10 or fewer employees, and your complaint is about our phone or broadband services, you can refer it free of charge to our independent Alternative Dispute Resolution scheme, the Communications Ombudsman, once either:
- 6 weeks have passed since you first complained to us; or
- we have written to you saying we cannot resolve your complaint (a “deadlock letter”).
Communications Ombudsman: www.commsombudsman.org. If you accept the Ombudsman’s decision, we must follow it.
Keeping records
We keep a record of every complaint and how it was resolved for at least 12 months.
Telling you about this code
This code is published on our website. We will send you a copy free of charge on request. Our bills also tell phone and broadband customers about this code and their right to use the Communications Ombudsman.