Our Complaints Commitment and Process
Claranet SOHO is committed to providing first-class service to all customers. If for any reason you are unhappy with
the service provided by Claranet SOHO and would like to raise a complaint, you can do so by calling, emailing or
writing to us as follows:
- Phone: 0800 640 8010
- E-mail: customerfeedback@uk.clara.net
- Post: Customer Service Director, Claranet SOHO, Brighouse Court, Barnett Way, Barnwood, Gloucester, GL4 3RT
Please provide your name, Claranet SOHO username (found on your Claranet SOHO invoice), preferred contact details
together with a brief outline of your complaint.
*Please note, missing information may prevent us from locating your account and result in a delay in our initial
response.
Your complaint will be acknowledged within 48 working hours of receipt. Working hours are 08:30 – 17:00 Monday –
Friday (excluding Bank Holidays). For example, complaints received at 4pm on a Friday will receive an initial
acknowledgement no later than 4pm the following Tuesday.
Your complaint will be fully investigated proactively and openly and we may need to speak with you as part of the
investigation process.
You will receive a full response and complaint decision within 8 weeks of the date your complaint was received.