Complaint process & South Africa

[Anonymous]

Mind me asking what the complaint is regarding?

I can tell you from experience that some complaints are taken much more seriously than others... I know that shouldn't be the case but it is

Sky are allowed 8 weeks to resolve a complaint before deadlock and the issuing of the letter to take to the external body but its not supposed to be 8 weeks of silence from Sky... They are supposed to engage with you and attempt to resolve the issue

The 8 weeks is a limit my friend, Not the target

[Chrisee]

@Ras94 see How to make a Sky complaint | Sky Help | Sky.com that page has a link to their formal complaint code of practice . If you read that code if you have not had a satisfactory answer within 8 weeks you can go direct to CISAS who are the independent arbitration service approved by Ofcom. Otherwuse you have to patient. 

When making a complaint keep it short and relevant but give dates of any calls which are relevant as Sky can listen to what was said. Do not get angry or make threats they simply dont work and just get in the way of clear communication. Sky are a huge organisation and mistakes are inevitable. While there is a temptation to try and escalate a complaint it is rarely makes a difference to the outcome. I speak as someone who ran consumer advice centres whose staff advised many clients on how to make effective complaints.