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Code of Practice on Complaint Handling and Dispute Resolution

Purple Direct is a trading style of S.C.S Network Services Ltd – Monometer House, Rectory Grove, Leigh-on-Sea, Essex, SS9 2HL. Company Registration Number: 03743596.

We deliver communication services to both business and consumer customers across the UK. While we may not provide all the components of our services ourselves, we take full responsibility for the quality and delivery of the services you receive.

We always strive to ensure customer satisfaction. However, if something goes wrong, we take complaints very seriously and aim to resolve them quickly and efficiently.

How to Contact Us

Our Complaint Process

If you make a complaint by email or in writing, we will acknowledge receipt, inform you how and when we’ll respond, and provide a contact point for updates. We aim to resolve complaints within 10 working days whenever possible.

During discussions, we protect your personal information. To confirm your identity, we may ask a few security questions before discussing account details.

If your issue is not resolved promptly, you may request escalation to a senior manager or the Managing Director. If it has been more than 8 weeks since your first complaint or you have received a “deadlock” letter, you can contact the independent Ombudsman Service.

Ombudsman Contact Details

CISAS – 70 Fleet Street, London, EC4Y 1EU
Tel: 0845 1308 170 or 0207 520 3827
Email: info@cisas.org.uk
Website: cedr.com/consumer/cisas

CISAS is an Ofcom-approved Alternative Dispute Resolution (ADR) service. It investigates complaints fairly, reviews both sides of the story, and recommends fair actions to resolve disputes between communications providers and their customers.

If you’re not satisfied with our progress at any stage, you can request an early referral to ADR (deadlock letter). However, we may decline if your complaint is close to resolution and we’re taking active steps to fix it.

Useful Contacts