Complaints Code of Practice

1. About Bink Broadband

Bink Broadband Limited (the “Company”) is registered in England and Wales under number 05495621, whose registered address is 44a Stepney Street, Llanelli, SA15 3TR. Our VAT number is 940 2673 33.

We are regulated in the UK by Ofcom, the UK communications regulator. We are also a member of the UK Wireless Internet Service Providers Association (“UKWISPA”) and Ombudsman Services (an independent alternative dispute resolution service)

2. Definitions

Bink, Bink Broadband, We, Us or Our   means Bink Broadband Limited, a company registered in England and Wales under number 05495621, whose registered address is 44a Stepney Street, Llanelli, SA15 3TR
Internet Service Provider ("ISP")   a company that provides Internet access to its customers.
You, Your, Yourself or Customer   refers to a customer of Bink Broadband and any other person using your customer account, a device or login to access our Website, Network and/or Services.

3. Our Complaints Code

With Bink Broadband being an ISP, we are required to have a Complaints Code to protect:

  • Residential customers
  • Small businesses (in this instance a business customer with ten or fewer employees, including volunteers)
  • Small not-for-profit organisations (these are business customers with 10 or fewer individual workers (excluding volunteers) which, under their own constitutions or by law, are (a) required (after paying their expenses/outgoings) to use all their income, and any capital they spend, for charitable or public purposes and (b) prohibited from (directly or indirectly) distributing any of their assets to their members, except for charitable or public purposes).

This Complaints Code covers the internet and/or telephone service (if you have chosen to use it) provided to you by Bink Broadband.

4. Complaints Handling

At Bink Broadband we are committed to addressing your queries or complaints as quickly and fairly as possible. All our members of staff are trained on our Complaints Code and will always follow it, to make sure this happens.

4.1 Initial Complaint

If you are not completely satisfied with the service you have received, please let us know as soon as possible by contacting our Customer Support Team using either our support telephone number, chat facility or email address. If preferred, you can send a letter to the address provided below. If you are unable to make the complaint yourself, someone else that you have ‘nominated’ to manage your account on your behalf can make the complaint for you. If you haven’t already nominated a person, you can contact our Customer Support Team to help you with this.

Contacting our Customer Support Team:

4.2 How Will We Respond

We will always try our best to resolve your query or complaint on your first contact with us by phone or chat facility. If you raise your complaint by email or post, we will endeavour to reach a resolution within 48 working hours of receiving your complaint. Where it is not possible to find a resolution quickly, we will provide you with a "Resolution Plan" which will include the steps we plan to take to look further into your query or complaint and the anticipated timeframes we will do this in.

4.3 Escalating Your Complaint

After receiving our written response to your initial query or complaint, if you are not completely satisfied with how this has been handled or think we have not resolved it completely, you can escalate it to our Complaints Team. In order to do this please either email: or send us a letter at the address for “Post” set out above. Once we have received your email or letter, we will acknowledge it within 48 working hours and endeavour to respond to you within 10 working days.

Should you still not be satisfied with our response, at your request, the complaint will then be escalated to our Customer Services Manager who will investigate further and reply via either email or post within a further 10 working days.

4.4 Resolved Complaints

We will treat your complaint as resolved in a way you are satisfied with, if:

  • You have clearly informing us by email, telephone or post that this is the case
  • When we have told you the outcome of our investigation into your complaint and you do not tell us within 28 days that you think the complaint is still unresolved.

4.5 Independent Adjudication

If we cannot resolve your complaint (in a way you are satisfied with) within a period of 8 weeks, or if agreed before the 8 weeks are up if unable to do anything more to resolve the issue, we will issue a ‘deadlock’ letter. You can then, if you choose, make a complaint through Ombudsman Services. Ombudsman Services offers an independent alternative dispute resolution scheme. It is approved by Ofcom for the handling of consumer disputes. Its services are free of charge for residential and small business customers.

You can contact Ombudsman Services by telephone on 0330 440 1614, by email at or via its website,

Please note that Ombudsman Services will only deal with your complaint if you have first followed Bink Broadband’s complaints procedure in full. If Ombudsman Services does deal with your complaint, then an independent adjudicator will decide how your issue should be resolved, based on the details of your complaint.

If you’re unhappy with the way we or Ombudsman Services deal with your complaint, you can contact Ofcom, the independent regulator and competition authority for the UK communications industries, at Ofcom Contact Centre, Riverside House, 2A Southwark Bridge Road, London SE1 9HA, Tel: +44 (0) 300 123 3333 or +44 (0) 20 7981 3040, website:

You can also get further help and advice from your local Citizens Advice Bureau, although this is not part of our formal complaints procedure.

5. Number Porting Compensation Scheme

If you choose Bink Broadbands telephony service, you can ask your existing telephone provider to transfer (or “port”) your old number to our service. If porting a number is possible, we will email you with a “porting date”. This is only done once agreeing to a date with your existing telephone provider, which depends on all the “Activation Steps” needed for the transfer being in place. If the number transfer has not happened 1 business day after the porting date, you are entitled to claim compensation from us.

We calculate the compensation you are entitled to by dividing your applicable monthly subscription payment (including any discount being applied) by the number of days in that month and then multiplying this by the number of days’ delay for which you can claim compensation. Any compensation you are awarded will be added to your next monthly bill, as a credit.

Any compensation you are awarded will fully and finally settle any claim you may have against us (now or in the future) in respect of the delay.

6. Customers with Special Requirements

Bink Broadband welcomes all customers, and we are committed to providing a supportive and non-discriminatory environment. To help our customers with special requirements, this Complaints Code and any of our literature, including all our legal pages can be supplied in large print, Braille or audio versions upon request.

For any assistance with special requirements please contact our Customer Support Team by email, telephone or letter, as set out previously.

7. Get a Copy of Our Complaints Code

This Complaints Code is published on our website at

If you’ve any questions about the Complaints Code or would like to receive a paper copy, please contact our Customer Services Team by sending an email to, calling 03307 888 777, or writing to us at:

Customer Services, Bink Broadband Limited, 44a Stepney Street, Llanelli, SA15 3TR

8. Date

This Complaints Code of Practice is effective from March 2023.

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