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Complaints Procedure & CISAS

Last updated: 2 March 2026

1. Our Commitment

Longworths Holdings UK Limited, trading as VoxConnect, is committed to providing a high-quality service. If something goes wrong, we want to know about it and put it right. This complaints procedure explains how to raise a complaint and what you can expect from us.

As a registered communications provider, we comply with Ofcom General Condition C4, which requires us to have a clear and effective complaints handling procedure and to belong to an approved Alternative Dispute Resolution (ADR) scheme.

2. How to Make a Complaint

Step 1: Contact Us Directly

In the first instance, please raise your complaint with us directly. You can contact us through any of the following channels:

  • Email: complaints@voxconnect.io
  • In-platform: Use the support/help feature within your VoxConnect dashboard
  • Post: Longworths Holdings UK Limited, 45 Fitzroy Street, Fitzrovia, 4th Floor, Silverstream House, London, W1T 6EB

When making a complaint, please include:

  • Your name and account details
  • A clear description of the issue
  • When the issue occurred
  • What resolution you are seeking
  • Any relevant evidence (screenshots, call references, etc.)

Step 2: Acknowledgement

We will acknowledge your complaint within 2 working days of receiving it. You will receive a complaint reference number and the name of the person handling your case.

Step 3: Investigation and Resolution

We aim to resolve all complaints as quickly as possible. Our target response times are:

  • Simple complaints: resolved within 5 working days
  • Complex complaints: resolved within 15 working days. If we need more time, we will inform you of the reason and provide a revised timeline

We will keep you informed of our progress throughout the investigation. Once we have reached a conclusion, we will provide you with a written response outlining our findings and any proposed remedy.

Step 4: If You Are Not Satisfied

If you are not satisfied with our response, you may ask for your complaint to be escalated to a senior manager for further review. The escalation review will be completed within 10 working days.

3. Deadlock and Referral to CISAS

If we have been unable to resolve your complaint within 8 weeks of receiving it, or if we have reached a position where we cannot resolve the matter to your satisfaction (a "deadlock"), you have the right to refer your complaint to CISAS for independent adjudication.

We will issue you with a "deadlock letter" confirming that you may take your complaint to CISAS.

4. About CISAS

The Communications & Internet Services Adjudication Scheme (CISAS) is an Ofcom-approved Alternative Dispute Resolution (ADR) scheme operated by CEDR (Centre for Effective Dispute Resolution). It provides independent adjudication for complaints about communications providers that have not been resolved through the provider's own complaints procedure.

4.1 Key Facts About CISAS

  • Free to use: There is no charge to the customer for using CISAS
  • Independent: CISAS adjudicators are independent and impartial, with legal backgrounds
  • Binding on the provider: If you accept the adjudicator's decision, it is binding on Longworths Holdings UK Limited (trading as VoxConnect). You are free to reject it and pursue other remedies, including court action
  • Maximum award: CISAS adjudicators can award up to £10,000, which may include compensation, refunds, credits, and waivers
  • Timeline: Adjudication typically takes 6–8 weeks from submission

4.2 When You Can Use CISAS

You can refer your complaint to CISAS if:

  • Your complaint has been open for 8 weeks or more without resolution, or
  • You have received a deadlock letter from us confirming the complaint cannot be resolved internally

You must submit your complaint to CISAS within 12 months of receiving a deadlock letter or the 8-week period expiring.

4.3 What CISAS Can Consider

CISAS can consider complaints about:

  • Service quality and availability
  • Billing disputes
  • Contract terms and charges
  • Service failures or faults
  • Poor customer service
  • Compensation for inconvenience and distress

4.4 The CISAS Process

  1. Submit your complaint: Complete the CISAS application form online or by post, setting out the details of your complaint and the resolution you are seeking
  2. Eligibility check: CISAS reviews whether your complaint meets the scheme's requirements
  3. Provider response: VoxConnect is given the opportunity to respond to your complaint
  4. Adjudication: A qualified adjudicator reviews all evidence from both parties and issues a written decision
  5. Decision: You may accept or reject the adjudicator's decision. If you accept, it becomes binding on VoxConnect

4.5 CISAS Contact Details

5. Other Regulatory Bodies

Depending on the nature of your complaint, you may also wish to contact the following organisations:

5.1 Ofcom

Ofcom is the UK's communications regulator. While Ofcom does not resolve individual complaints, it monitors complaint trends and may take action against providers that consistently fail to meet standards.

5.2 Information Commissioner's Office (ICO)

If your complaint relates to how we handle your personal data, you may contact the ICO:

6. Complaints About Other VoxConnect Users

If you have received an unwanted call from an AI agent powered by VoxConnect and wish to complain:

  • If you know which business was calling, contact them directly using their own complaints procedure
  • If you do not know who was calling, contact us at complaints@voxconnect.io with the phone number that called you, the date and time, and any other relevant details. We will investigate and take appropriate action
  • You may also report nuisance calls to the ICO at ico.org.uk/make-a-complaint

7. Our Complaints Record

In accordance with Ofcom requirements, we maintain records of all complaints received and their outcomes. We use this information to identify trends and improve our service.