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Complaints
Contact Us
Call Us
Speak directly with our customer service team on 0344 875 8880.
Email us
Send us the details of your complaint and any supporting information customerservices@elitegroup.com
Write to us
Director of Customer Experience
Elitetele.com Limited
Dawson House, Matrix Business Park
Chorley, PR7 7NA
What Happens Next?
Access to Alternative Dispute Resolution
Domestic and small business customers have the right to refer an unresolved complaint to an independent Alternative Dispute Resolution (ADR) scheme.
Elite Group is a member of the Communications Ombudsman, an Ofcom-approved service that provides free and impartial dispute resolution. The Communications Ombudsman will consider the information provided by both the customer and Elite Group before reaching an independent decision.
You can contact the Communications Ombudsman using the following details:
Website: www.commsombudsman.org
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org
Post: Communications Ombudsman, PO Box 730, Warrington, WA4 6WU
Using the Communications Ombudsman is free of charge.
Escalation timeline
You can refer your complaint to the Communications Ombudsman if:
- Your complaint remains unresolved six weeks after you first raised it with us; or
- We send you a final response or deadlock letter before the six-week period has passed.
You do not need Elite Group’s permission to contact the Communications Ombudsman once either of these conditions has been met.
For further information about how we handle complaints, please read our Code of Practice on Complaint Handling and Dispute Resolution.
