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We’re sorry you’re unhappy and we’d like to help in any way we can

Making a Complaint

By Phone

Call our Service Desk but only if you need to. We are experiencing a high volume of calls and you may have an extended wait time.

03303 322709

Monday - Friday | 8am - 6pm

Calls cost no more than geographic numbers 01 or 02


It’s not as quick as logging a ticket on the Customer Portal but you can email us at


You can write to us at:

Customer Services, Chess Limited, Bridgford House,
Heyes Lane, Alderley Edge, Cheshire. SK9 7JP

Making a Complaint FAQs

We aim to resolve your complaint quickly and efficiently, and to keep you informed. You will be assigned a dedicated person to take care of your complaint. If you are not happy with the progress in resolving your complaint you can ask the person you are speaking to, to escalate to their team leader.  Once a resolution has been proposed, you case will remain open for 28 days, so you’ll have enough time to review and consider our proposal. 

If you are not happy with the progress in resolving your complaint, please refer to our Complaints Code of Practice 

Yes, they are called The Communication and Internet Services Adjudication Scheme (CISAS). You can ask for help from them if you are a business with less than 10 employees and if it’s been more than 8 weeks since the date you first contacted us about your complaint. If we haven’t reached an agreed settlement within 8 weeks of receiving your complaint, or we agree in writing before the 8 weeks are up that the dispute should be settled by independent adjudication; we’ll issue a deadlock letter. The deadlock letter will confirm that you have the right to refer your complaint for independent consideration through our Alternative Dispute Resolution - CISAS. This service is free of charge which is approved by Ofcom. Please see their contact details below: CISAS 70 Fleet Street London EC4Y 1EU E‐mail: or visit the CISAS website