Our commitment
We aim to resolve concerns fairly and without unnecessary delay.
Criccieth TV is committed to providing a high standard of service. We recognise that there may be times when you need to raise a concern or make a complaint about a service supplied directly by us.
This code explains how to contact us, how we will approach the complaint and the independent route available for eligible communications disputes that remain unresolved.
This procedure applies where you are a direct Criccieth TV customer. If the issue concerns another provider’s contract or service, that provider’s complaints procedure may also apply.
Contacting us
Tell us what has happened and what would put it right.
By telephone
Call 01766 522344. Call charges depend on your telephone provider and tariff.
By email
Email support@cricciethtv.co.uk.
In writing
Criccieth TVStation Square
Criccieth
Gwynedd
LL52 0RW
Please include your name, service address, account or reference details, a clear description of the problem and the outcome you are seeking. Keep copies of relevant correspondence.
How we respond
We will investigate the issue and keep the route to resolution clear.
We may need to contact you for further details while looking into the complaint, so please make sure we have an appropriate telephone number, email or postal address.
Where we can resolve a telephone complaint immediately, we will do so. More complex matters may require investigation, supplier contact or an engineering assessment. We will explain the outcome and any proposed next steps.
If we reach the point where there is nothing further we can reasonably do, you can request a deadlock letter for an eligible communications complaint.
Remedies
Refunds and compensation are considered on the facts of the complaint.
Where appropriate, we consider remedies individually, including whether our action or failure has disadvantaged you and whether the service fell materially short of what should reasonably have been provided.
A remedy may include practical corrective action, an explanation, an apology, a refund or another proportionate resolution.
Alternative dispute resolution
Eligible unresolved communications complaints can be reviewed independently.
For complaints first raised on or after 8 April 2026, eligible residential and small-business customers can normally approach an approved alternative dispute resolution scheme after six weeks without resolution, or sooner after receiving a deadlock letter. The previous eight-week period may continue to apply to complaints first raised before that date.
Criccieth TV’s current published scheme is the Communications Ombudsman. Its service is free and impartial for disputes within its remit.
Scheme eligibility and current process are determined by the independent provider. This page should be checked again against Criccieth TV’s current ADR membership immediately before launch.