Complaints

Use whichever is easiest. Complaining is always free.

• Help chat — on any page. Ask for a person and we open a ticket.
• Your account — Support → new ticket. Signing in first means we can see your account and sort things faster.
• Email — team@getonit.club
• Post — Complaints, Rapidez Internet Solutions Limited, 124-128 City Road, London, EC1V 2NX, United Kingdom

Tell us what happened, when, and what you would like us to do. If you need help making a complaint — for example because of a disability — tell us and we will make it work for you, or someone can complain on your behalf with your permission.

1. Straight away: you get a ticket reference. Keep it — it is how we both keep track.
2. Within 1 working day: a person picks it up, tells you who is dealing with it, and asks anything we need to know.
3. Within 5 working days: we aim to resolve most complaints. If it will take longer we tell you why, and keep you updated.
4. Final response: if you are not happy with our answer, ask for it to be reviewed by a senior member of the team. We then send a final response in writing.

If your complaint is not resolved 8 weeks after you first made it, or sooner if we send you a letter saying we cannot agree (a “deadlock letter”), you can take it to our independent Alternative Dispute Resolution (ADR) scheme. It is free for you, and its decision is binding on us if you accept it. You have 12 months from our final response to do this.

We will give you the scheme’s contact details in our first reply to your complaint and in any deadlock letter.

We will remind you of your right to use the ombudsman when you complain, and again 8 weeks after, if your complaint is still open.

Ofcom, the UK communications regulator, does not resolve individual complaints, but has advice at ofcom.org.uk/complaints. Citizens Advice can help too: citizensadvice.org.uk.