Last Updated: 29 March 2026
At Lytii, we are committed to providing you with the best possible full-fibre broadband experience.
We pride ourselves on our reliable infrastructure and transparent service. However, we recognise that things can occasionally go wrong. When they do, we want to hear from you so we can put things right as quickly as possible.
This Complaints Code of Practice (the “Code”) lets you know how to contact us if you have a complaint and explains our process for resolving disputes. This Code is designed to comply with Ofcom’s General Conditions of Entitlement.
1. Our Commitment
We aim to resolve all complaints fairly and efficiently. When you contact us with a complaint, we will:
- Treat you with respect and provide a friendly, professional service.
- Investigate the matter thoroughly and keep you updated on our progress.
- Provide a clear explanation for our decision and any actions we take.
- Endeavour to resolve the issue during your first point of contact.
2. How to Contact Us
If you are unhappy with any aspect of our service, please get in touch using one of the following methods:
- By Email: complaints@lytii.com
- By Post: Lytii Complaints Team, Suite 70, 60 Tottenham Court Road, London, W1T 2EW, United Kingdom.
- Via our Website: Use the contact form at lytii.com/contact.
- Legal questions: legal@lytii.com
Please include your account number, a description of the issue, and your preferred contact details so we can investigate the matter promptly.
3. Our Complaints Process
Stage 1: Initial Investigation
Once we receive your complaint, we will acknowledge it within two (2) working days. One of our specialists will investigate the issue and attempt to reach a resolution. Most complaints are resolved at this stage.
We may contact you to request further information or to propose a solution. Please help us by responding promptly and providing any relevant details (for example, dates/times, error messages, screenshots, order references, or engineer appointment details).
Stage 2: Escalation
If you are not satisfied with the initial response, you can request that your complaint be escalated. A senior member of our team will review the case independently and provide a final response, usually within ten (10) working days of the escalation request.
Stage 3: Deadlock and 8-week timeline (ADR eligibility)
If we have reached a point where we cannot agree on a resolution, we may issue a “deadlock” letter or email confirming our final position.
If your complaint remains unresolved after eight (8) weeks from the date we first received it, you can take your complaint to an independent Alternative Dispute Resolution (ADR) scheme, even if you have not received a deadlock letter.
For the avoidance of doubt, the eight (8) weeks start on the day we first receive your complaint through one of the channels listed in section 2 (How to Contact Us). We will continue to work with you during that time to try to resolve the issue as quickly as possible. We will also tell you about ADR and how to access it if we cannot resolve your complaint.
4. Alternative Dispute Resolution (ADR)
Lytii is a member of an Ofcom-approved ADR scheme. ADR is a free, independent service that investigates disputes between consumers and communications providers. Depending on the nature of your complaint and the applicable scheme for Lytii at the time, you may be able to refer your complaint to CISAS or Ombudsman Services: Communications (or another Ofcom-approved scheme).
You can contact the ADR scheme if:
- We have sent you a “deadlock” letter or email, stating that we have reached a final position and cannot resolve the issue to your satisfaction; or
- Eight (8) weeks have passed since you first complained, and the matter has not been resolved.
The ADR scheme will act as an impartial decision-maker and may require us to take action, such as providing an apology, an explanation, practical remedial steps, and/or financial compensation (where appropriate). ADR decisions are binding on us if you accept them, but you do not have to accept an ADR decision and you may still have the right to pursue other remedies.
We will provide you with details of the correct ADR scheme and how to contact them when we issue a deadlock letter/email or when the eight (8) week period has elapsed and your complaint is still unresolved.
5. Vulnerable Customers
We understand that some customers may require additional support due to their circumstances. If you have specific needs or are a vulnerable customer, please let us know so we can ensure our complaints process is accessible to you. We can provide documentation in alternative formats (such as large print or braille) upon request.
6. Ofcom
Ofcom is the regulatory body for the UK telecommunications industry. While Ofcom does not resolve individual complaints between consumers and providers, they monitor complaints to ensure providers are complying with their rules. You can find more information on the Ofcom website at www.ofcom.org.uk.
7. Record Keeping
We keep a record of all complaints for a minimum of six months after they are resolved. This helps us monitor our performance and improve our services for all Lytii customers.
8. Company Information
Lytii is a subsidiary of Ivx Group.
Registered Office: Suite 70, 60 Tottenham Court Road, London, W1T 2EW, United Kingdom.
Company Number: 17080224.
Website: lytii.com