Complaints

How to Make a Complaint

At Caravan Internet, we're committed to providing excellent service. If something goes wrong, we want to put it right.

Step 1: Contact Us First

Most issues can be resolved quickly by contacting our support team:

We aim to respond to all queries within 48 hours.

Step 2: Make a Formal Complaint

If we haven't resolved your issue and you'd like to make a formal complaint, please email us at:

complaints@caravaninternet.co.uk

Please include:

  • Your name and account details
  • A clear description of the problem
  • What you've already tried to resolve it
  • What outcome you're looking for
  • Any relevant dates, reference numbers, or supporting information

What happens next?

  • We'll acknowledge your complaint within 3 working days
  • We'll investigate thoroughly and keep you updated
  • We'll provide a full response within 8 weeks

Step 3: Independent Resolution (Alternative Dispute Resolution)

If we haven't resolved your complaint within 8 weeks, or if we send you a "deadlock letter" stating we cannot help further, you have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme at no cost to you.

Important Update: We are currently in the process of joining an approved ADR scheme. Once confirmed, we will update this page with the full contact details.

The two approved schemes for communications providers are:

The ADR scheme is completely independent and can make binding decisions on complaints. This service is free for customers.

What We Need From You

To help us resolve your complaint quickly:

  • Be clear about what went wrong and what you'd like us to do
  • Provide any relevant information or evidence
  • Be patient while we investigate - complex issues may take time
  • Stay in touch - respond to our emails and calls

Our Promise to You

When handling complaints, we will:

  • Treat you fairly and with respect
  • Listen to your concerns carefully
  • Investigate thoroughly and impartially
  • Keep you informed of progress
  • Learn from complaints to improve our service

We take all complaints seriously and use them to improve our services for all customers.