Sip Communications Limited Small Business Code of Practice on Complaint Handling and Dispute Resolution

1.      Introduction

This is our UK small business customer complaints policy. If you use our services and are a small business it means that the policy applies to you and that you agree with it as part of our terms and conditions of use. If you are not a UK small business, then the complaint handling and dispute resolutions process will be set out in your contract with Sipcom.

We may change this policy, so we expect you to check this page from time to time as the changes will be binding on you. There may also be changes elsewhere on our site.

The purpose of this Policy is to help customers who have a complaint to raise it and get it resolved as soon as possible.

While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.


We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.


2.      Who we are?

SIP Communications Limited is part of the SIP Communications Group Limited.

Some important details about us:

  • Our HQ is located at Lowry Mill, Lees Street, Swinton, Manchester, England, M27 6DB.
  • Our regulator is: Ofcom (UK) and FCC (USA)


3.      What is the complaints process?

If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:

  • By phone: 0203 328 5000
  • By email:
  • By letter: Customer Support Manager, Lowry Mill, Lees Street, Swinton, Manchester, England, M27 6DB.

If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask questions to confirm that we are speaking to the right person.

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible. However, if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to the VP of Engineering, if it is a technical complaint, or the Chief Operating Officer, and ultimately to the Chief Executive Officer.  If we cannot resolve the problem, we will write to you to say so.

If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from:

Ombudsman Services – Communications

3300 Daresbury Park, Daresbury, Warrington, WA4 4HS T: 0330 440 1614




70 Fleet Street, London, EC4Y 1EU T: 0845 1308 170 or 0207 520 3827

E: W:


Ombudsman Services/CISAS is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.


Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.

4.      Who owns this document?

The Chief Commercial Officer is the owner of this document and is responsible for ensuring that this procedure is reviewed in line with the review requirements of the business. A copy of the Policy is available on our website or by emailing


Useful Addresses

The Ombudsman Services

3300 Daresbury Park, Daresbury, Warrington, WA4 4HS

T: 0330 440 1614


(CP questions can be directed to )



70 Fleet Street, London, EC4Y 1EU

T: 0845 1308 170 or 0207 520 3827





Riverside House, 2a Southwark Bridge Road, London, SE1 9HA

T: 020 7981 3040 or 0300 123 3333




Phone-paid Services Authority

40 Bank Street London, E14 5NR

T: 0800 500 212 or 020 7940 7474




Telephone Preference Service

DMA House, 70 Margaret Street, London W1W 8SS

T: 0845 070 0707



Federation of Communication Services (FCS)

Provident House, Burrell Row, Beckenham, Kent BR3 1AT

T: 020 7186 5432





Licence Number 2428

Correct at the time of printing, published July 2020