Hosted Companies Ltd

Complaints Handling Procedure

HCL Voice, a service of Hosted Companies Ltd · Last updated: 23 September 2026

We aim to provide a reliable service, but if something goes wrong we want to know about it and put it right. This page explains how to complain, what happens next, and what to do if you're not satisfied with our response.

How to make a complaint

You can raise a complaint with us in any of these ways:

Email voice@hostedcompanies.co.uk
Phone 020 3886 3391
Post Hosted Companies Ltd, 167–169 Great Portland Street, 5th Floor, London, W1W 5PF
Customer portal Log in and raise a support ticket

What happens next

  1. We aim to acknowledge your complaint within 2 Business Days.
  2. We'll investigate and aim to resolve it within 10 Business Days. If it's more complex and needs longer, we'll tell you why and keep you updated on progress.
  3. If you're not happy with the outcome, ask us to escalate it - a more senior member of the team will review it.
  4. If we can't resolve your complaint, or 8 weeks have passed since you first complained, we'll issue a deadlock letter confirming this, or you can ask us for one.

If you're still not satisfied

If you're a small business customer (10 or fewer employees) and either 8 weeks have passed since you first raised your complaint with us, or we've issued you a deadlock letter, you can refer your complaint - free of charge - to our independent Alternative Dispute Resolution scheme:

Ombudsman Services: Communications PO Box 730, Warrington, WA4 6WU
www.commsombudsman.org · 0330 440 1614

Ombudsman Services: Communications is approved by Ofcom to resolve disputes between communications providers and their small business customers. Their decision is binding on us if you accept it, but you're not bound to accept it.

Vulnerable customers

If you or someone in your business needs extra support when dealing with us - for example due to a disability, health condition, or other circumstances - please let us know when you contact us, and we'll do what we reasonably can to help.

Keeping this procedure up to date

We review this procedure from time to time and may update it. The date at the top of this page shows when it was last revised.

Draft only - the process and timescales described here match what's set out in our Terms and Conditions (HCL Voice Service Schedule, clauses V11.2 and V14). Not legal advice and not solicitor-reviewed.

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