Sky Complaints Procedure

[MonkeyBoy007]

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."

[Daniel0210]

@MonkeyBoy007 

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

[MonkeyBoy007]

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

[MonkeyBoy007]

@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.