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Sky: how to make customer services listen to your complaint

Riviera is aired on Sky Atlantic - ©Sky UK Limited
Riviera is aired on Sky Atlantic - ©Sky UK Limited

It can be hard to get your complaint heard, and even harder to get it resolved. Below, we explain everything you need to know to effectively complain to Sky, including the relevant addresses, social media pages and chief executive details.

History

In 2014, Telegraph Money's mailbag was inundated with complaints by readers who said Sky made it difficult for customers to leave at the end of a contract.

Readers said they encountered difficulty in cancelling in writing or by email, despite Sky’s terms and conditions suggesting this is allowed.

The television, phone and internet provider quickly cleaned up its act when the communications regulator Ofcom said it was considering launching an investigation into whether Sky breached its obligations to ensure that contract termination procedures do not act as a disincentive for customers to change provider.

These days Sky boasts receiving the fewest complaints of any telecoms company for broadband services and it is the second-least complained about provider for landline services.

According to the latests Ofcom data, in the second quarter of 2019, Sky received just five complaints per 100,000 customers for broadband, compared to 12 at rival BT, and five complaints per 100,000 customers about landline.

Nonetheless, there are still customers with grievances about Sky, so we've listed everything you need to know below to get your complaint heard and resolved.

How to complain directly

Sky customers can complain by calling 03300 413 019 for landline, broadband and TV or 0333 759 2883 for mobile, or by writing to Customer Complaints, Sky Subscribers Services Ltd, PO Box 43, Livingston, West Lothian, EH54 7DD. Those writing will need to provide their name, address, postcode and telephone number.

A minimum 30 days' notice is required to cancel Sky TV, Talk and Broadband, the provider says.

It used to be worthwhile sending a letter to the CEO marked "private and confidential", but this isn't as effective as it used to be now that so many people use it. However, it may be worth ccontacting the CEO of Sky by email.

Sky's chief executive Jeremy Darroch can be contacted via jeremy.darroch@bskyb.com. For more chief executive information visit: ceoemail.com.

Jeremy Darroch - Credit: Andrea Southam/Sky/PA
Chief executive of BSkyB, Jeremy Darroch Credit: Andrea Southam/Sky/PA

How to complain via social media

Complaining on social media can be effective. On Twitter, you can contact @SkyUK or @SkyHelpTeam – copy @MoneyTelegraph into your tweets so we are aware of your issue.

Alternatively, try contacting the supplier on its Facebook page at facebook.com/sky

Alternative dispute resolution service

If your complaint hasn't been resolved within eight weeks, or you’re not happy with the outcome, you can make a formal complaint to CISAS, an Ofcom approved dispute resolution scheme.

This is a free, impartial service for communications consumers. It will investigate customer complaints and its decision is binding, so Sky would have to pay up if it found in your favour.

Call: 020 7520 3827, email cisas@cedr.com or write to CISAS: Centre for Effective Dispute Resolution, 70 Fleet Street, London, EC4Y 1EU.