For over 30 years, we have taken great pride at Avonline in delivering a high level of customer service and support. However, since most of our team are human, no matter how hard we try, we know that we will not always get everything right.

If we have made a mistake and you wish to complain, we will take your complaint seriously and will try to resolve the issue as quickly and effectively as possible or explain promptly and simply why we have taken the action that we have.

You can raise a complaint by phone, email or letter.

By phone:

Our customer service advisors are trained to deal with most customer complaints and should be your first point of contact. You can call us on 0303 303 3131 from 0900 to 1900 Monday to Friday and 1000 to 1400 on Saturdays (excluding Bank Holidays);

  • Sales related issues - select option 1 to speak with a sales adviser
  • Upgrades / downgrades, data boosters or wishing to cancel your service - select option 2 to speak with an adviser
  • Installation or service call issues  select option 3 to speak with a service delivery advisor 
  • Customer Support - select option 4 to speak with a support adviser
  • Billing issues - select option 5 to speak with a member of the billing team

We will ask you for all relevant information regarding your complaint and usually how we can resolve the complaint for you. We will normally supply you with a complaint reference unless we are able to resolve the issue first time with you.

We will then investigate the matter thoroughly. We aim to resolve the issue directly with you, preferably during the initial phone call or via email within 3 working days. If we can’t do this, we will normally set out in writing what we are going to do regarding the complaint.

By email:

You can send your complaint to Our target is to respond to every complaint we receive via email within 5 working days.

By letter:

If you would prefer to write to us, please address your letter to:

Customer Service Manager

Avonline Broadband

42 Ashton Vale Road

Ashton Vale



We try to reply to every complaint we receive by post within 10 working days. We’ll normally get back to you by phone but will gladly confirm any points in writing if you wish.

Complaint Handling and Escalation

In the majority of cases, the first advisor will be able to resolve your complaint. However, if they are unable to resolve your issue to your reasonable satisfaction, you can escalate your complaint to the Department Manager. If the Manager is not available immediately, they will try to contact you within 3 working days to resolve the complaint with you.

In the rare cases where we have not been able to agree upon a resolution after this escalation, you have the option to request to escalate your complaint process to this point for review by the Head of Department. We request that you do this via email or in writing. Within 10 working days we will then send you our final written response to this review, along with any new recommendations or actions.