If you would like to make a complaint about our service, please use one of the following contact methods.
Telephone +44 (0) 1234 819819, Monday to Friday between 9am and 5.30pm
By post to Opious Account Management, Opious Ltd, Cranfield Innovation Centre, University Way, Cranfield, Bedfordshire, MK43 0BT.
Please ensure that whichever method of contact you choose to use, that you have the following information that will enable us to deal with your complaint as efficiently as possible.
- Company name and account number (located on any of your invoices)
- Name, contact phone number and postal address
- Nature of the complaint, including any relevant detail
Once we have logged all of the details of your complaint, we aim to supply you with our initial response within five workings days, and resolve all complaints within 20 working days from when you notify us. With more complex cases this can take longer but in these instances, we would ensure that you are notified of the progress at regular weekly intervals.
Taking further action
If we have not been able to resolve your complaint to your satisfaction within 40 working days from when you notified us, we will send you a letter confirming this.
This letter is normally referred to as a deadlock letter and confirms that there is nothing more we can do with respect to your complaint.
When you have received the deadlock letter from us, you may wish to refer the complaint to one of the following two organisations.
- The Office of Communications (Ofcom) if you are a large business
- The Ombudsman Service if you are a small business
The Office of Communications (Ofcom)
The Office of Communications (Ofcom) are the body set up by the Government to monitor and regulate telecommunications within the UK. Ofcom aims to provide the best possible deal for customers in terms of quality, choice and value for money.
Office of Communications (Ofcom)
2a Southwark Bridge Road
London SE1 9HA
The Ombudsman Service
The Ombudsman Service is a free and independent service that deals with complaints by residential and small business customers against member telecommunications companies.
Ombudsman Services: Communications
PO Box 730
Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
Phone lines are open Monday to Friday from 9am until 5pm, closed at the weekends, on bank holidays and between Christmas and New Year.
Please note, 03 numbers, introduced by Ofcom are an alternative to chargeable 08 numbers such as 0845. Calls to 03 numbers cost the same or less than calls to 01 and 02 prefixed numbers and are included as part of any inclusive minutes or discount package. These rules apply to calls from any type of line including mobile, fixed line or payphone.
If you need to write to them, you can do so using the following address: