NOW TV complaints procedure and codes of practice

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Select one of the NOW TV codes of practice from the list, or see our Complaints Code of Practice below:

Sales and marketing code of practice

Premium numbers code of practice

Broadband and calls code of practice

Broadband and calls usage policy

Ofcom's general conditions

NOW TV’s Complaints Code of Practice

NOW TV’s Complaints Code of Practice is outlined below. It covers our processes for resolving complaints relating to our products and services, and our complaints handling process.
 

Related article How to make a complaint to NOW TV

At NOW TV 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 TV 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 Ombudsman Services: Communications if your complaint relates to NOW TV, NOW TV Broadband, NOW TV 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 TV, or
  • you’ve received a letter from us saying that your complaint has reached "deadlock" with nothing more we can do.

Ombudsman Services: Communications is an independent alternative dispute resolution scheme which will review your complaint. If the Ombudsman decides that your complaint is justified, NOW TV 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 Ombudsman Services: Communications. 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.

You can get in touch with the Ombudsman Services: Communications in the following ways:

By post:
Ombudsman Services: Communications
PO Box 730
Warrington 
WA4 6WU

By phone:
0330 440 1614 or 01925 430 049 (Monday to Friday, 9am-5pm)

By fax:
0330 440 1615 or 01925 430 059

By email:
enquiries@os-communications.org

Or go to the Ombudsman Services website.

You can also find details of alternative dispute resolution procedures on the Online Dispute Resolution website. Our email address for Online Dispute Resolution complaints is ODRTrader@nowtv.com.

If we‘ve agreed to transfer your telephone number to NOW TV, 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 given for each day that transfer of your number is delayed, based on the daily cost of your line rental. 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 NOW TV bill, unless otherwise requested by you.

PhonepayPlus 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 PhonepayPlus directly in one of the following ways:

By post:
PhonePayPlus,
FREEPOST WC5 468,
London
SE1 2BR

By phone:
Call PhonePayPlus' free helpline on 0800 500 212 between 9am and 5pm, Monday to Friday.

Online:
Complete a PhonePayPlus complaint form online.

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

Shows made available via NOW TV's on demand services, including NOW TV box sets, NOW TV 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 TV'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. You can view the ASA complaints procedure and make a complaint to the ASA by calling 020 7492 2222 or by post to the following address:

Advertising Standards Authority
Mid City Place,
71 High Holborn,
London
WC1V 6QT

For more information, visit the ASA website.
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 TV is a trading name of Sky UK Limited and Sky UK Limited has responsibility for all NOW TV representatives complying with the Code. Our designated person responsible for ensuring both ourselves and our Agents observe the Code is:

Alastair Hosie
Operational Compliance Manager,
Carnegie Campus,
Dunfermline, Fife KY11 8GH
Telephone: 01383 814 000
Email: ARHosie.Compliance@nowtv.com

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