Code of Practice

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Code of Practice

24/7 Support Line

FAQ & Help Portal

Code of Practice

Providing an exceptional service is our aim however, we recognise there may be times when you are not happy with us or our services.

Our Vision Fibre Media Code of Practice of Practice (“Code of Practice”) sets out how to make a complaint and how to escalate your complaint should you need to. If you are unhappy with a part of our service(s) please contact our support team in the first instance and we will work to resolve your complaint quickly.


Vision Fibre Media Ltd (“Vision Fibre Media”) is an internet service provider (“ISP”). A limited company registered in England and Wales under company 8003317 whose registered office is Silvaco Technology Centre, Compass Point, St Ives, Cambs, PE27 5JL. Our VAT number is GB 159 7127 80..

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


Ofcom has set the requirement that all ISPs have a Code of Practice of practice so as to protect residential and small business (meaning businesses with less than 10 employees) customers (“Customers”). You may also have rights under the law and/or under our Automatic Compensation Policy and this Code of Practice does not affect them.

This Code of Practice covers the internet and/or telephone service (if you have chosen a package) provided to you by Vision Fibre Media.

In this Code, all references to “we”, “us” or “our” are references to Vision Fibre Media and all references to “you” and “your” are references to you our Customer.


Initial Complaint

We are committed to addressing your complaints or queries as fairly and quickly as possible. All members of our staff are aware of our Code of Practice and will follow it to make sure this happens.

If you are not happy with our services please let us know as soon as you can by emailing or calling our Customer Support Team on 020 7112 8615 or

You can also write to us at Silvaco Technology Centre, Compass Point, St Ives, Cambs, PE27 5JL.

We will work to sort the situation out as quickly as possible.

If you are not able to make a complaint by yourself you can nominate another person to manage your account on your behalf and make a complaint for you. If you have not nominated someone you can do this by contacting our Customer Support Team.

How We Will Respond

We will work to sort out your complaint or query during your first call or email conversation with us. We will try to resolve the within 48 hours of receiving your complaint. Where this is not possible and the fix will take longer to we will let you know the steps we plan to take to look further into and resolve your complaint. We will also give you timeframes in which we will try to do this. If you prefer to receive a written response from us then please ask our Team.

If You Are Not Satisfied

In a very small number of cases you may not be happy with the outcome when we respond to tell you how we have resolved your complaint. If you are not fully satisfied, or you think we have not resolved it completely, please send your complaint by post to our Customer Support Team using the contact details shown above. Once we have received your complaint we will acknowledge it within 48 hours and aim to respond to you within 10 working days.

Escalating Your Complaint

If you are still not happy with our response you can escalate the problem further to our Customer Satisfaction Team. You can email them at or send them a letter at the address above. Once they have received your email or letter, they will acknowledge it within 48 hours and work to respond to you within 10 working days.

Please note that our Management Team is part of our Customer Satisfaction Team and will see and respond to your escalation within the stated time frame.

Resolved Complaints

Complaints will be treated as resolved in a way you are happy with, if:

• you have clearly let us know that this is the case; or

• when we have told you the outcome of our investigation into your complaint (you do not tell us within 28 days that you think the complaint is still unresolved).

Independent Adjudication

If we cannot resolve your complaint in a way that you are happy with in a period of 8 weeks from the initial complaint, or if we decide before the 8 weeks timescale that we cannot do anything more to resolve your complaint, 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’s approved by Ofcom for the handling of consumer disputes. Its services are free of charge for residential and small business (those having 10 or fewer employees) 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 Vision Fibre Media’s internal 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 are 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 but this isn’t part of our formal complaints procedure.


Sometimes, when things go wrong and there’s a delay in providing you with the internet service or telephone service that you ordered from us, or a delay in repairing a fault in these services, or one of our engineers misses an appointment you have arranged with us to have these services installed or repaired, we might compensate you automatically. You can find further details about this in our Automatic Compensation Policy.


This document is published on our website at

If you have any questions about the Code of Practice, or would like to receive a paper copy, please contact our Customer Support Team by sending an email to or by calling us on the number above. You may also post your request to our address above.

Please mark the envelope for the attention of “VFM Customer Support Team”.


This Code of Practice of Practice is effective from 20th January 2020.


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