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Vulnerable Customer Policy

At Community Fibre we continuously aim to strengthen our community by providing faster, more affordable broadband to the residents and businesses of London. Community is at the very heart of what we do. We develop strong relationships by providing a high level of service and care for all our customers irrespective of their life circumstances. We believe that everyone, whatever community you come from, or what type of vulnerability you may have, should have equal access to the incredible opportunities the internet offers.  

‘Vulnerable’ can mean a lot of things. At Community Fibre we define this as: 

“Someone who is disadvantaged due to personal circumstances including age, physical or mental illness, physical or learning disability, communication difficulties, changes in circumstances (e.g. financial, family, bereavement) or low literacy. 

We estimate that up to half of the population of the UK could be vulnerable at some stage and even though these circumstances can be temporary or permanent, it is our duty to protect all our community members. 

We want to give our customers the best experience and we always ensure that our customer service and support is on top form. Our customer support team will always try to provide specialised help where and when it’s needed, whether it’s over the phone or a call-out to your home. Please let our advisors know if you’re experiencing difficulties and they’ll make a note of it on your account so that we can guide you all the way. 

Our customer service team will continue to be available between 8am-10pm everyday including weekends and bank holidays and are all based in London. In addition to English we do have some representatives who also speak French, Hindi, Italian, Portuguese, Punjabi, Romanian and Spanish so if you would like a call back in one of these languages, please email us at [email protected]. You can also contact us via Facebook or Twitter. 

As part of a socially inclusive brand, we also offer the Digital Ambassadors Service. Not everyone has a smartphone, knows how to use a computer or understands social media. We train members of the community to become qualified Digital Ambassadors who can help anyone who needs it with all aspects of being online and becoming more digitally empowered. From the basics of how to use email and social media to building your own website, our Digital Ambassadors are from your community and here to help your community. So, if this sounds like something you would be interested in, then please emailus to learn more about it and the benefits. 


Complaints and Disputes Procedure 

At Community Fibre we aim to provide you with the best level of service possible. If you feel we have fallen short of this aim, please let us know. We’ll work with you to put things right and we will always try to use your feedback to improve things where we can. If you are unhappy with our service then please let us know by giving us a call on Freephone 0800 0820 770 or e-mail us at [email protected] If you prefer to write then please send us a letter at Community Fibre Customer Services, 32 Page Street, London, SW1P 4EN. Our preference is for you to call us as we will try to resolve your complaint during the initial call. If this is not possible, we will agree a course of action with you and provide you, where possible, with clear timeframes and next steps for the resolution of your complaint. If you are not satisfied with the way your complaint has been dealt with or the proposed next steps then you can ask to escalate the issue to a manager.

If we have failed to reach an agreed resolution within eight weeks of receiving your complaint then you have the option of referring your complaint for independent consideration to The Ombudsman Service  with the following contact details:

Post: Ombudsman Services, Communications, P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614
Email: [email protected]

Web: https://www.ombudsman-services.org/

Get in touch
If you want to know more or need support, please get in touch with our friendly London based Customer Service Team. We are available 7 days a week, 365 days a year from 08:00-22:00. In addition to English, we can offer support and advice in Spanish, French, Portuguese, Italian, Romanian, Hindi, German, Greek or Latvian. If you require support in these languages, please email us to request a call back from one of our Customer Service representatives.
Why choose Community Fibre?
Why full fibre is best
Superior WiFi
Why speed matters
Why choose Community Fibre?
Why full fibre is best
Superior WiFi
Why speed matters
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Community Fibre Ltd
Level 3, 83 Baker Street, London W1U 6AG
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