NOW complaints procedure and codes of practice

At NOW we'll do all we can to provide you with the best response for your particular situation and ensure, where possible, that your complaint is resolved to your satisfaction.

If you contact us, our advisors will ask you about the nature of your complaint. We’ll consider all the points you raise, along with the details we hold in our records, and seek to resolve the problem while you’re on the line. If your complaint requires specialist knowledge, we’ll transfer you to an advisor with the right expertise to resolve it. If we’re unable to resolve your complaint while you’re on the line, we’ll tell you how long we expect a resolution to take, and agree when and how we’ll keep you updated.

If you write to us, we’ll review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We’ll also ensure that your complaint is investigated by the most suitable person in the company to resolve your complaint. We’ll normally get back to you by phone, but if this isn’t possible, we’ll respond in writing.

We’ll do all we can to resolve your complaint as soon as possible. If your complaint is urgent (if you’re experiencing a loss of service, for example) we’ll prioritise your complaint.

We aim to respond to your complaint and agree a resolution within 10 days. Some complaints, depending on their nature, could take longer to resolve, especially if they’re technically complex. If we’re unable to agree a resolution for your complaint within 10 days, we’ll get in touch. We’ll keep you informed of progress in a way that best suits you and at a time that’s convenient to you.

We aim to resolve every complaint quickly and to your satisfaction. If, for any reason, you’re not fully satisfied with our response, please let us know and tell us where you think we need to more. We’ll then review your complaint, and our response, and pass it on to NOW management.

We’ll let you know if anything else can be done to resolve your complaint and tell you how long it’s expected to take. We’ll keep you informed of our progress and any changes.

You have the right to take your complaint to CISAS (Communications and Internet Services Adjudication Scheme), Centre for Effective Dispute Resolution, if your complaint relates to TV Membership, NOW Broadband, NOW Calls, or our complaints handling process, and either:

• we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to NOW, or
• you’ve received a letter from us saying that your complaint has reached "deadlock" with nothing more we can do.

CISAS is an independent alternative dispute resolution scheme which will review your complaint. If CISAS decides that your complaint is justified, NOW will act on any decision made and put things right for you.

If your complaint remains unresolved after eight weeks, we'll send you a written reminder of your right to go to CISAS. We'll also send you a deadlock letter on your request, unless there are further steps we can take to resolve your complaint quickly. We won't send you a reminder or issue you with a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme.

Find out how to get in touch with CISAS

If we‘ve agreed to transfer your telephone number to NOW, and haven’t done so more than one business day after the date we told you the transfer would take place (or any revised date that you were informed of), you can claim compensation for the delay.

Compensation will be calculated on the basis of the daily charge for your NOW Broadband service (as line rental charges are bundled) for each day that transfer of your number is delayed. Claiming compensation in this way will not affect any other rights you have. You can make a claim for compensation by contacting us in one of the ways set out in this Code.

We will normally deduct any amounts owed to you from your next monthly bill, unless otherwise requested by you.

The Phone-paid Services Authority (PSA) is the independent regulatory body for all premium rate charged telecommunications services. Premium rate services offer a service that’s charged to your phone bill or pre-pay phone account. These include directory services, entertainment or ringtones. Many premium rate services have dialling codes starting with 09. Directory enquiry services have six-digit numbers, beginning 118.

If your complaint relates to the provision, content or promotion of premium rate services you should get in touch with the PSA directly.

Find out how to get in touch with the PSA

Ofcom now takes sole responsibility for regulating the editorial content of video-on-demand programme services.

Shows made available via NOW's on demand services, including NOW box sets, NOW Store and Catch Up TV, are provided by Sky UK Limited. If you wish to make a complaint about the content on these services, please follow our standard complaints process.

If you've followed NOW's complaints procedure and you're not satisfied with the outcome, you can submit an online complaints form to Ofcom.

The Advertising Standards Authority (ASA) continues to act as a co-regulator for advertising content on video-on-demand services.

Find out how to get in touch with the ASA

Printed copies of this Customer Complaints Code are available on request and free of charge. Just get in touch by Live Chat or email. It's also available to request in large print, audio and braille by emailing accessiblecustomerservice@nowtv.com.

NOW is a trading name of Sky UK Limited and Sky UK Limited has responsibility for all NOW representatives complying with the Code. Our designated person responsible for ensuring both ourselves and our Agents observe the Code is: