topic Re: Failure to handle opened complaint in Account & Billing

Failure to handle opened complaint

David11919 — Mon, 20 Apr 2026 13:49:13 GMT

Complaint opened 11ams ago and I have had no one from Sky contact me even as per their own guidelines it should be handled in 10 days.

my account issue is now 24 days old. No amount of calls can escalate to appropriate team!

Re: Failure to handle opened complaint

PandJ2020 — Mon, 20 Apr 2026 13:56:28 GMT

@David11919 wrote:
...as per their own guidelines it should be handled in 10 days.

To be fair Sky state it's an only an aim.

Once it gets to 8 weeks (unless deadlock is reached earlier) then you can use ADR.

Re: Failure to handle opened complaint

David11919 — Mon, 20 Apr 2026 21:29:26 GMT

Thank you for your input, and to use your term " to be fair" it's not open ended it an industry guide lines they have to follow or be open to fines.
But let me explain I only opened this post in the hope that Sky will have it monitored and the team would be made aware of this issue and contract me helping to get a resolution.
The real problem I have is contacting them about the open complaint, internally agent cannot transfer to them. And there are no other ways available such as a phone number or email even.
also a wee bit of info unlike yourself I have only become a customer up untill 27 of last month I was a staff member for 22 years, and believe it or not I has spent time in that escalated team so know how important dealing with complaints in some way within 10 days

Re: Failure to handle opened complaint

Chodley — Tue, 21 Apr 2026 04:20:48 GMT

What's 11ams?

Re: Failure to handle opened complaint

David11919 — Tue, 21 Apr 2026 05:25:48 GMT

It's 11 days

Re: Failure to handle opened complaint

Chodley — Tue, 21 Apr 2026 07:34:39 GMT

we could escalate it to Sky here but not sure if they have a channel into the complaints process.

Re: Failure to handle opened complaint

David11919 — Tue, 21 Apr 2026 08:22:09 GMT

And there you meet the brick wall! No access to complaints 😕
that's why I am trying to get the social media team to have a look at this, with a dramatic heading, I will take any road that helps get a resolution.

Re: Failure to handle opened complaint

Anonymous — Tue, 21 Apr 2026 08:36:27 GMT

"that's why I am trying to get the social media team to have a look at this"

Something tells me they ain't gonna bite...

Re: Failure to handle opened complaint

PandJ2020 — Tue, 21 Apr 2026 09:17:15 GMT

@David11919 wrote:
I will take any road that helps get a resolution.

This? https://www.ofcom.org.uk/phones-and-broadband/service-quality/quicker-complaints-resolution-for-telecoms-customers-under-new-ofcom-rules