Complaints Procedure
If something has gone wrong, we want the opportunity to put it right. This page explains how to raise an issue, how to escalate it and what you can expect from us.
Start by contacting us
Many issues can be resolved quickly without needing a formal complaint.
Contact Sheridan InternetHow complaints are handled
We aim to deal with problems clearly, fairly and as quickly as possible.
First contact
If you have not already spoken to us about your complaint, please contact us first. We will aim to put things right quickly.
Formal complaint
If you have already contacted us and feel your issue has not been fully resolved, you may submit a written formal complaint.
Investigation
Your complaint will be acknowledged, investigated and handled by the most appropriate person within Sheridan Internet.
What to include
The more detail you provide, the easier it is for us to investigate properly.
Please include as much information as possible about the issue and why you feel it has not been resolved. Where available, please include:
Providing clear information helps us understand what happened, what went wrong, if anything, and how we can try to resolve your complaint.
Submit a written complaint
Complaints can be submitted online or by post.
Online
You can submit your complaint using our contact page.
Submit via contact pageBy post
Sheridan Internet LimitedUnit 10E, Wilsons Park
Monsall Road
Manchester
M40 8WN
What happens next?
The Technical Director will acknowledge your written complaint within 48 hours.
Depending on the type of issue, it may be passed to a more appropriate manager, head of department or director. We will tell you who is handling your complaint and their role in the investigation.
Full reply within 14 working days.