We want to get things right. If something has gone wrong, here's how to let us know and what we'll do about it.
Last updated: 11 May 2026
We take all complaints seriously and aim to resolve them as quickly as possible. We are a member of the Communications Ombudsman alternative dispute resolution (ADR) scheme, which means you have an independent route to escalate if you are not satisfied with our response.
In the first instance, please contact our team. Most issues can be resolved quickly at this stage.
You can reach us by:
When contacting us, please include your account email, a description of the issue, and what outcome you are looking for. This helps us investigate and respond efficiently.
We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days.
If we need more time to investigate, we will let you know and keep you updated on progress. Complex complaints may take up to 8 weeks to fully resolve.
Once we have investigated, we will contact you with our findings and any proposed resolution. This may include:
If you accept our resolution, we will implement it promptly and confirm in writing.
If you are not happy with our response, or if 8 weeks have passed since you first complained and the issue is unresolved, you have the right to escalate your complaint to the Communications Ombudsman.
The Ombudsman is an independent body approved by Ofcom to resolve disputes between communications providers and their customers. Their service is free for consumers and small businesses.
Website: www.commsombudsman.org
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org
Post: Communications Ombudsman, PO Box 730, Warrington, WA4 6WU
To help us investigate your complaint efficiently, please provide:
All complaints are logged internally and reviewed regularly to identify recurring issues and improve our services. Complaint records are retained for 12 months in accordance with our privacy policy.
PBXWarehouse is regulated by Ofcom. While Ofcom does not handle individual complaints, you can report concerns about our service to them. Visit ofcom.org.uk/make-a-complaint for more information.