Last updated: 21 August 2026

We want to resolve concerns fairly, promptly and transparently. This complaints code covers Liberty-i connectivity, broadband, telephone and VoIP services, managed networks, Guest Wi-Fi, products, installation and support. Liberty-i is a trading name of Liberty-izone Limited.

1. How to make a complaint

You can complain using any of the following methods:

Telephone: 0808 2819 500
Email: info@liberty-i.com
Post: Complaints, Liberty-izone Limited, Unit 14 Riverside Park, Farnham, Surrey GU9 7UG, United Kingdom

Please say that you are making a formal complaint. Tell us your name and organisation, account, order or service reference, the issue and relevant dates, what you have already done, and the outcome you are seeking. Please also tell us if you need a response in an accessible format or want an authorised representative to act for you.

2. What happens next

We will record the complaint and give it a reference.
We aim to acknowledge it within two working days.
A named owner will review the relevant account, order, technical records and communications, and may ask you or an underlying supplier for further information.
We aim to provide a proposed resolution within ten working days where the matter is within our direct control. If the investigation is more complex, we will explain why and keep you updated.
Our response will explain the outcome, any remedy offered and how to escalate the matter if you remain dissatisfied.

Possible remedies may include an explanation, corrective action, re-performance, repair or replacement, a billing correction, service credit or refund where appropriate. The right remedy depends on the circumstances and your legal and contractual rights.

3. Internal escalation

If the first response does not resolve your complaint, ask for it to be reviewed by our Complaints Manager. If it remains unresolved, you can request a final review by a director. We will not close a complaint merely because you ask for it to be escalated.

4. Deadlock and independent dispute resolution

For eligible complaints about phone, broadband or other regulated communications services, Liberty-izone Limited is a member of the Communications Ombudsman, an Ofcom-approved alternative dispute resolution scheme.

You may take an eligible complaint to the Communications Ombudsman free of charge if we have sent you a deadlock letter, or if the complaint remains unresolved for six weeks. The scheme covers residential customers, small businesses with up to 10 employees and not-for-profit organisations with up to 10 workers where its eligibility rules are met.

Website: commsombudsman.org
Telephone: 0330 440 1614
Email: enquiry@commsombudsman.org
Post: Communications Ombudsman, PO Box 730, Warrington WA4 6WU

If we conclude that no agreement can be reached before six weeks, we will issue a deadlock letter explaining our final position and the ADR route. Referring a complaint to Ofcom can help it monitor the market, but Ofcom does not resolve individual disputes.

5. Product and ecommerce complaints

Complaints about orders, delivery, returns or product warranties will be handled under this process alongside our Delivery & returns policy and Warranty policy. The Communications Ombudsman may not cover a dispute that relates only to goods or services outside its remit. We will tell you about any applicable route when giving our final response.

6. Accessibility, privacy and records

We can accept complaints by telephone, email or post and will make reasonable adjustments for customers who need support. We use complaint information to investigate, communicate, meet legal obligations and improve our services in accordance with our Privacy policy. We retain complaint records for an appropriate period based on the service, legal requirements and potential claims.

7. Review of this code

We review this code when our services, regulatory duties or ADR arrangements change. The version published on this page is the current version.