Complaints Code of Practice

Our aim

Despite our commitment to providing the best possible experience, we recognise that sometimes things can go wrong. When they do, we want to know so that we can make them right.

This Complaints Code of Practice gives you all the information you need if you wish to make a complaint. It explains:

  • How to get in touch if you’re not happy
  • What we’ll do and when
  • What to do if things still aren’t right

This Complaints Process also covers complaints and concerns relating to how we handle personal data, including privacy, data protection, information rights, CCTV use, automated decision-making, and the exercise of individual rights under the Data Protection Act 2018 (DPA 2018) and the UK General Data Protection Regulation (UK GDPR), as amended by the Data (Use and Access) Act 2025 (DUAA).

Individuals may also raise complaints concerning the exercise of their data protection rights, including concerns about fairness, transparency, accuracy, retention, access, or the lawfulness of processing.

If you’re unable to raise a complaint yourself, you can ask someone with appropriate authority to do it for you.

If you’d like a paper copy of this Complaints Code of Practice, please contact us using the details below.

Contact us

If you want to make a formal complaint, please include your account number and telephone number, as this helps us process your complaint more quickly.

The quickest way to get in touch is:

  • Phone: 0800 470 0007
  • Email: complaints@scgtogether.com

We aim to respond initially by phone, but we can confirm conversations in writing if requested.

Once you have complained

Our Complaints Team will take full details of your concern and work to resolve the issue as quickly as possible, involving your Account Manager or Customer Experience Team where needed.

Where your complaint relates to the handling of personal data, it will be reviewed in line with applicable data protection legislation and may involve consultation with relevant internal specialists responsible for information governance and compliance.

Complaints relating to personal data or data protection are escalated to our Data Protection Officer for review and response.

Where a complaint relates to an individual exercising their data protection rights (for example, a subject access request or similar rights request), it will be handled in line with applicable statutory timescales, alongside this Complaints Process.

If you are not happy

If you are not satisfied with the outcome, you may request escalation to a Senior Escalations Co-ordinator, who will take ownership of your complaint and work towards a resolution.

If your complaint relates to data protection or privacy matters, this escalation will include additional review to ensure compliance with the DPA 2018 and UK GDPR, including oversight where appropriate from the Data Protection Officer.

Next step

If the matter remains unresolved, it will be escalated to the relevant Director, who will conduct a full review and aim to resolve the issue within 10 working days.

If we are unable to reach a satisfactory outcome, we will issue a ‘deadlock’ letter or email explaining our final position.

Closing your complaint

We will only close your complaint when:

  • You confirm that it has been resolved, or
  • We have not heard from you within 28 days (after attempting to make contact)

Next steps if things are still not right

You may refer your complaint to our Alternative Dispute Resolution (ADR) provider, Ombudsman Services: Communications, if:

  • Your complaint has been ongoing for six weeks, or
  • You have received a ‘deadlock’ letter

They provide a free, independent service for unresolved complaints.

Contact details:

  • Website: https://www.commsombudsman.org
  • Phone: 0330 440 1614
  • Address: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU

If you remain dissatisfied with the outcome of a complaint relating to personal data or data protection, you also have the right to raise a concern with the Information Commission (IC, formerly ICO), the UK supervisory authority for data protection matters.

Information on how to contact the IC can be found at: www.ico.org.uk

Ofcom

Ofcom is the regulatory body for the communications industry and oversees our compliance with relevant legislation under the Communications Act 2003.

Privacy and data protection

We are committed to protecting your privacy. All personal information and details related to your complaint are handled with the utmost confidentiality and in accordance with applicable data protection laws.

This includes compliance with the Data Protection Act 2018 (DPA 2018), the UK General Data Protection Regulation (UK GDPR), and the Data (Use and Access) Act 2025.

This covers how we:

  • Collect and use your personal data
  • Share information where necessary to resolve your complaint
  • Retain complaint records
  • Safeguard your information

If your complaint relates specifically to the handling of your personal data or your information rights, it will be managed in accordance with these legal requirements and may include formal responses to rights requests where applicable.

Further details on how we manage, use, disclose, and protect your data can be found in our Privacy Policy, or can be provided upon request.