Sky Complaints: 0870 280 5499

Dial the Sky Complaints contact number to get connected to the Sky Complaints customer service team so file a complaint against Sky or to keep track of a former complaint. The Sky complaints helpline is open during the same time as the standard Sky customer services line which is between 8:30am and 11:30pm seven days a week.

Sky Complaints Contact Number
0870 280 5499

Useful Sky Complaints Contact Numbers:

DepartmentPhone Number
General Sky Complaints0870 280 5499
Sky TV Complaints0870 280 5653
Sky Broadband Complaints0870 280 5669
Sky Talk Complaints0870 280 5692
Sky TV Apps Complaints0870 280 5714

Customers who experience problems with their Sky services are encourage to first contact the customer service department. In doing so, you will be able to explain the issue to an agent and see what type of resolution is offered. There are several options available for those who wish to contact Sky, as well as several procedures that should be followed if you need to submit a complaint to the company.

Online Sky Complaints

If you wish to submit a complaint online, you will need to use the specific contact link to correspond with the type of problem that you are experiencing. Online advisors are available to help with problems related to television service, broadband internet, Sky Talk, account and billing, and Sky iD. These options can be selected from within the Sky Help area of the website. Once the selection is made, you will be able to connect with an agent.

Sky Phone Complaints

A contact number for Sky is available for those who wish to call and submit a complaint by phone. Note that calls to the customer service department may be recorded and/or monitored and played back at a later time for training purposes. If your complaint is related to a specific programme that is shown, an email complaint can be sent to: viewerR@sky.uk. These complaints can also be dealt with by phone when you call the customer service phone number.

If you call in a complaint, one of the Sky customer service agents will ask you about your complaint. The agent will take into consideration your specific issue, access your records if necessary, and work to resolve the problem while you are still on the line. If a specialist is required to remedy the problem, your call will be transferred to a suitable individual. If the problem cannot be solved in the course of one phone call, the agent will let you know how long a resolution may take and keep you updated on the status of your complaint.

Written Complaints

By post, complaints can be mailed to the following address:

Customer Complaints
Sky Subscriber Services Ltd
PO Box 43
Livingston
West Lothian
EH54 7DD

If you submit a complaint in writing, Sky will review the information and access your account information. The company promises to investigate the complaint fully and place it in the hands of the most qualified person for your specific type of issue. In most cases, a customer service agent will phone you with an update or resolution after you have mailed in a complaint, but if they are unable to reach you, a response will be sent by mail.

Programming Complaints

Ofcom now takes the place of The Authority for Television on Demand (ATVOD) and is responsible for regulation of the editorial content of VOD (video-on-demand) programming. All programmes that are shown through Sky On Demand (which includes box sets, Sky Store contact, and Catch Up TV) are offered via Sky UK Limited. To complain about any of the programming available through these services, you will need to follow the steps of the Sky On Demand complaints procedures. If you have already done this and still wish to pursue the complaint, the next step will be to fill out and submit the Ofcom complaints form.

Telephone Transfer Complaints

If you have set up a transfer of your existing telephone number and Sky has not completed the transfer as agreed, contact the customer service department. A complaint will be accepted, provided that a full day has passed after the date that the transfer was scheduled for. You may be entitled to compensation for each day that a delay continues on. Any compensation would be based on the daily cost of line rental. Accepting compensation does not mean that you sacrifice your right. In most cases, compensation is provided in the form of reducing your upcoming bill by the compensation amount, rather than issuing a direct payment to the customer.

Resolution Time-Frame

Sky support will do what they can to resolve each complaint quickly. In the case of urgent problems, such as a service outage, the company places problems in the order of priority. For example, a service outage would rank higher than a complaint about programming. The goal is for all complaints to be handled and resolved within 10-days. However, some problems may take longer to be resolved. This tends to be the case more often with problems that are technical in nature. If a resolution is not provided within 10-days, a Sky customer service agent will contact you with an update and let you know what is being done to remedy the problem.

Ombudsman Services

If your complaint has not been resolved after a period of eight weeks, or you receive a letter that states that Sky was not able to come to some type of decision, you do have the right to seek help via Ombudsman Services. This service offers independent dispute resolution. When using the service, your complaint will receive a review and a decision will be made. Sky will abide by any decision that is made, whether it is to their benefit or yours.

Sky will automatically send you a letter if your complaint is not resolved within the eight week time-frame. This letter will serve as a reminder that you can make use of Ombudsman Services at that point. Sky will also send you a deadlock letter if they have been unable to arrive at a resolution for the problem. Some complaints do not qualify for these third-party resolution services. Contact Sky if you want to know which problems fall under the jurisdiction of this resolution scheme.

Ombudsman Services can be reached by calling the contact number found on the Ombudsman Services website, or by fax, email, post. Emails can be sent to the following address: enquiries@os-communications.org. Written communication can be sent to: P O Box 730, Warrington, WA4 6WU. You can also find information regarding alternative dispute resolution by visitng the Online Dispute Resolution website. Online Dispute Resolution can be reached by email using the following address: ODRTrader@sky.uk.