Legal
Last updated: 26 August 2026
Synergy Max Ltd is committed to providing a high standard of service to every customer. We know that occasionally things can go wrong, and when they do we want the chance to put them right quickly and fairly. This code explains how to make a complaint, what will happen when you do, and how we handle complaints.
You can raise a complaint in whichever way is easiest for you:
To help us look into your complaint as quickly as possible, please give us your name, your business name and account details if you have them, a way to contact you, and a clear description of what has gone wrong and how you would like it resolved.
We aim to acknowledge your complaint promptly, usually within two working days, and to give you the name of the person handling it. We will investigate the issue fully and fairly, and keep you updated on our progress if it is going to take a little longer to resolve.
We aim to resolve most complaints quickly, and wherever possible within ten working days. Some issues, particularly those involving a third-party network or carrier, can take longer to investigate. Where that is the case we will explain why, tell you what we are doing, and give you a realistic timescale for a resolution.
If you are not happy with the response you receive, please tell the person handling your complaint and ask for it to be escalated. It will then be reviewed by a manager or a director, who will take a fresh look at the matter and respond to you directly. We will always do everything we reasonably can to reach a fair outcome.
If you need any additional support to make or manage a complaint, for example because of a disability or other circumstances, please let us know and we will do all we can to help, including communicating with you in the way that suits you best or dealing with a nominated representative on your behalf.
We keep a record of the complaints we receive and how they are resolved, so that we can identify and address any recurring issues and continue to improve the service we provide.
Alternative Dispute Resolution, usually shortened to ADR, is an independent service that reviews complaints about communications providers which the provider and the customer have not been able to settle between them. ADR schemes are approved by Ofcom, the industry regulator, they are free for the customer to use, and the outcome is binding on the provider if the customer accepts it.
ADR is normally available to residential customers, and to small businesses and not-for-profit organisations with ten or fewer employees. Following a change to Ofcom’s rules on 8 April 2026, the right to take a complaint to ADR arises once a complaint has been open for six weeks, or sooner if we write to you to confirm that we have reached deadlock and cannot take the matter any further ourselves.
Our ADR scheme. Synergy Max Ltd is a member of CISAS, the Communication and Internet Services Adjudication Scheme, which is operated by the Centre for Effective Dispute Resolution (CEDR) and approved by Ofcom.
If we have not resolved your complaint within six weeks, or if we have sent you a deadlock letter, you can ask CISAS to review it free of charge:
CISAS is independent of Synergy Max, the service is free to you, and its decision is binding on us if you accept it.
In the meantime, if you are unhappy with our response, please escalate your complaint using section 5 above. Nothing in this code affects your legal rights. General guidance on complaining about a telecoms provider, including how ADR works, is available from Ofcom at ofcom.org.uk.
