How do I complain about the ability / honesty of the Sky Customer Service?

[archel10]

Hello, 

How do I complain about Sky Customer service? Which team deals with complaints about the sky customer service and complaints team?

In short I have been overcharged since September. Raising a complaint via a form will mean being ignored until I raise another complaint, this then means going back and forth on emails confirming things I already know about my account and being told they can help me when clearly they can't, I am forced to call them even though the reason for my complaint is that the customer service team lied to me several times over the phone which is why I wanted it dealt with in writing, then they put my through to 3 people who can't help me, and then I finallly speak to the 4th person who pretends to help me but doesn't.  And so then I need to raise another complaint.  The cycle will continue.

I  would prefer not to waste my time while my complaint is neither addressed or fixed. I am still being over charged, no one seems to know what is going on with my account, and the nothing changes when I speak to customer service.

I'm in a catch-22!

Thanks

Stuart

[Laing1]

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@archel10 wrote:

Hello, 

How do I complain about Sky Customer service? Which team deals with complaints about the sky customer service and complaints team?

In short I have been overcharged since September. Raising a complaint via a form will mean being ignored until I raise another complaint, this then means going back and forth on emails confirming things I already know about my account and being told they can help me when clearly they can't, I am forced to call them even though the reason for my complaint is that the customer service team lied to me several times over the phone which is why I wanted it dealt with in writing, then they put my through to 3 people who can't help me, and then I finallly speak to the 4th person who pretends to help me but doesn't.  And so then I need to raise another complaint.  The cycle will continue.

I  would prefer not to waste my time while my complaint is neither addressed or fixed. I am still being over charged, no one seems to know what is going on with my account, and the nothing changes when I speak to customer service.

I'm in a catch-22!

Thanks

Stuart

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@archel10 the link below tells you how to make a complaint and different ways you can do this 

https://www.sky.com/help/articles/how-to-make-a-complaint

[archel10]

Thanks, but making a complaint about how they did not adress my last complaint, after they ignored my previous complaint, feels like doing the same thing and expecting a different result.

What I am asking is, is there any other way to contact sky about how their complaint process doesn't work, without going through the complaint process (which doesn't work)? 

Also not keen to go round and round with another customer service person who can't help me or resolve my issues.

[archel10]

In other exciting news though, I have just earned a new badge!!!

No idea how that will help me resolve my current issues with sky though.

[Chrisee · Accepted solution]

@archel10 if you read Sky's complaint procedure (see https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/) you will see if Sjy do not satisy you or 8 weeks have passed you can take your complaint to CiSAS  who act as the Alternate Dispute Resolution provider. This is a regulated process approved by Ofcom andcthe courts as an independent route to resolve consumer complaints.. This is a link to their website https://www.cedr.com/consumer/cisas/make-a-complaint/

[GD1]

@archel10  Perhaps reading the link below will explain how the community works.

https://helpforum.sky.com/t5/About-Sky-Community/ct-p/Members

[archel10]

Thanks Chrisee. Much appreciated. I will take a look.

I think this might be my only option at this stage.