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Complaints procedure

If something has gone wrong, here is how to tell us and how we will put it right.

Last updated: 24 June 2026

We want every customer to be happy with Voxora. If you are not, we want to know so that we can fix it. This page explains how to make a complaint, what you can expect from us, and how to take things further if we cannot resolve your complaint together.

1. How to make a complaint

You can raise a complaint in any of these ways:

  • Email: hello@voxora.co.uk
  • In your account: sign in and raise a support ticket, which reaches our UK team directly.
  • Post: Speed Connect Network Limited (trading as Voxora), 5 Brayford Square, London E1 0SG

To help us look into your complaint quickly, please include your account name, the best way to reach you, and a clear description of what has gone wrong and how you would like it resolved.

2. What happens next

When we receive your complaint we will:

  • Acknowledge it promptly, normally within five working days, and let you know who is handling it;
  • Investigate the issue and keep you updated on progress; and
  • Aim to resolve it as quickly as possible, and in any event within 8 weeks of receiving it.

Most complaints are resolved well within this time. If a complaint is more complex and is taking longer, we will explain why and tell you what to expect.

3. If we cannot resolve your complaint

If we have been unable to resolve your complaint to your satisfaction, we will explain why, set out anything further we can do, and keep a record of your complaint. If 8 weeks have passed since you first raised it and it is still unresolved, please contact us again so we can review it at a senior level.

4. About Ofcom

Ofcom is the UK communications regulator. Ofcom does not handle individual complaints, but it sets the rules that providers must follow and publishes guidance for consumers. You can find more information at ofcom.org.uk.

5. Contact details

For anything relating to a complaint, please use the contact details in section 1 above. We will always try to resolve your complaint fairly and as quickly as we can.