Complaints Procedure

We put our customers first and we work hard to make sure that you get the best possible service. We don’t want things to go wrong however we realise that occasionally this may unfortunately happen. Rather than leave you feeling dissatisfied. Please help us improve the quality of the service by following the stages below.

1st Stage

The quickest and easiest way to resolve your complaint is to speaking with our Customer Services team by calling 0800 7797444. They will do everything they can to resolve your problems.

2nd Stage

If you are not happy with outcome to your problem, we won’t be happy until you are. You can either contact us by sending a letter to Nationwide Satellite Services Enterprise House, 21 Oxford Road, Bournemouth, BH8 8EY. Or email We will aim to get a response back to you within 7 days.

3rd Stage

Upon receipt of your letter or email, we will launch a full investigation into your complaint. You should hear from us within 7 working days.

If we are unable to issue this response within this timescale we will write to you explaining why.

If you are still not happy with the response from us, you can refer your complaint to the Financial Ombudsman Service. You must approach the Financial Ombudsman Service within six months of our final response to your complaint.

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR

Telephone: 0845 080 1800