How do I escalate a complaint that has not been answered ?

[JEV]

Hi, 

I fully understand this is community based. I just wanted to understand how I escalate or get resolution to an exisiting complaint. I am still waiting for an agreed TV package billing to be amneded. Sky have agreed to make this change on numerous occasions ( I even have a case number for the last one) but it has not been actioned. 

I have used the complaint form and have received the auto acknowledgement but no further formal responses within the agreed timescales. Does anyone have advice as to what the next point of escalation would be?

Thanks 

[caesarome · Accepted solution]

@JEV 
Sky has 8 weeks to respond to your complaint so if they haven't by this stage or you are unhappy with their response then you can request a deadlock letter to take it further as per this:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[JEV]

Thanks, I have just spoken to someone (again) hopefully this will resolve it