topic Re: Sky Complaints Procedure in Sky Mobile

Sky Complaints Procedure

MonkeyBoy007 — Mon, 24 Feb 2025 21:02:51 GMT

I submitted a complaint to Sky via email/message in the Complaints Procedure on their website. That complaint was sent on 8th February and an automated reply was received immediately after. Nearly 18 days later and I've heard nothing.

I'm will be submitting another complaint regarding the issue I originally had, which is now snowballed into a facial situation, but how I'm supposed to chase up this complaint? Am I also expected to make a complaint about my previous complaint?

Sky's own Customer Complaints Code of Practice shows they've failed to adhere to the promises they outline within:

"We aim to respond to your complaint and agree a resolution within 10 days. Some

complaints, depending on their nature, could take longer to resolve, especially if they're

technically complex. f we've been unable to agree a resolution for your complaint

within this timeframe well contact you. We'll keep you informed of progress in a way

that best suits you and at a time that's convenient to you."

Re: Sky Complaints Procedure

Daniel0210 — Mon, 24 Feb 2025 21:05:16 GMT

@MonkeyBoy007

Your original complaint can take up to 8 weeks to reach a resolution or reach deadlock.

Re: Sky Complaints Procedure

MonkeyBoy007 — Mon, 24 Feb 2025 21:05:44 GMT

Apologies for the silly spelling errors. I haven't reached a level yet to be able to edit my posts.

Re: Sky Complaints Procedure

MonkeyBoy007 — Mon, 24 Feb 2025 21:08:11 GMT

@Daniel0210 I don't necessarily expect my complaint to be resolved within the 10 days they aim for, but their own protocols state that they must contact me after 10 days to update me, keep me informed, and give me an estimated timeframe and they've done none of that.

Re: Sky Complaints Procedure

nousername71 — Tue, 10 Feb 2026 15:46:44 GMT

Hi,

Did you ever recieve written communicaiton regarding your complaint?

Also do you know if you are supposed to see acknowledgment and responses to your complaint within the "Cases" tab within "Messages"?

Thanks

Re: Sky Complaints Procedure

nousername71 — Tue, 10 Feb 2026 15:47:23 GMT