Complaints Policy

We are passionate about supporting our customers, and very rarely do we hear complaints about our services. However, occasionally, issues may arise that need to be addressed. If a customer has a complaint about our organisation, we want to know about it as soon as possible. We will do our best to rectify the issue.

Our Customer Complaints Procedure has been defined to fulfil the following objectives: 

  • To deal with complaints fairly, efficiently, and effectively
  • To ensure that all complaints are handled in a consistent manner 
  • To increase customer satisfaction
  • To use complaints constructively within the planning and improvement of all services. 

Who can complain? 

Anyone who…

  • Is receiving a service under any X-Net brand
  • Has been refused a service which they think they may need 

How to complain 

Many complaints can be resolved informally. In the first instance, contact us on 01202 755 302 and - if you feel able - speak to the member of staff with which you are working, or ask to speak to their manager. If the manager is available, he/she will be happy to talk to you, and proceed to remedy the problem. However, should the manager in question happen to be absent, please leave your contact details with the person you are speaking to for a call back.  

In all cases, we recommend that you make a note of the person you speak to - a solution may be offered at this point, without having to involve any senior members of staff. 


If, after discussing your concerns, you are dissatisfied with the response provided or the way in which your issue has been dealt with, you may make a formal complaint. This can be done by writing to us at the address below and providing your account details.

The Managing Director, X-Net, Hello House, 135 Somerford Road, Christchurch, Dorset BH23 3PY.

You will receive confirmation (either in writing or by telephone) that your complaint has been received. This will take place no longer than three days after the date of receipt. An investigation will be carried out into the issues raised, and a full response will be provided within ten working days. If the issue is more complex, it may take longer to respond. If this is likely, we will provide information as to which actions will be taken, and advise when you can expect a full response.