Making a Complaint to Sky
If you have a problem with your Sky service that has not been resolved through normal customer service channels, you have the right to make a formal complaint. Sky is required to have a complaints procedure in place under Ofcom regulations.
When you call to make a complaint, be prepared with:
- Your Sky account number
- A clear summary of the issue and when it started
- Details of any previous contact with Sky about the issue
- What outcome you are looking for (refund, repair, apology etc.)
Sky's Complaints Process
Sky follows a structured complaints process:
- Step 1: Call Sky and explain your issue. Ask for your call to be logged as a formal complaint and request a complaint reference number.
- Step 2: Sky will investigate your complaint and aim to resolve it. They should respond with a proposed resolution.
- Step 3: If you accept the resolution, your complaint is closed. If you do not accept it, you can ask for it to be escalated to a manager.
- Step 4: If Sky cannot resolve your complaint within 8 weeks, or if they issue a final response (deadlock letter) that you disagree with, you can escalate to the ombudsman.
Escalating to the Ombudsman
If Sky has not resolved your complaint to your satisfaction, you can take it to Ombudsman Services: Communications. This is a free, independent service approved by Ofcom.
You can escalate your complaint to the ombudsman if:
- 8 weeks have passed since you first complained and Sky has not resolved the issue
- Sky has sent you a deadlock letter (a final response saying they cannot do more)
The ombudsman can award compensation, require Sky to take specific action, or issue an apology. Their decision is binding on Sky but not on you — if you are unhappy with the ombudsman's decision, you can still take legal action.
Common Reasons for Complaints
- Billing errors — being charged incorrectly, unexpected charges on your bill
- Service outages — repeated loss of TV signal or broadband connection
- Poor broadband speed — speeds consistently below the minimum guaranteed speed
- Contract disputes — disagreements about contract terms, price increases or minimum terms
- Engineer no-shows — missed installation or repair appointments
- Cancellation issues — difficulty cancelling or unexpected early termination charges
- Poor customer service — unhelpful agents, long wait times, being passed between departments
Your Rights as a Sky Customer
Under UK consumer law and Ofcom regulations, you have several rights:
- Right to a minimum broadband speed — if your speed drops below the minimum guaranteed in your contract, you can leave without penalty
- Right to clear pricing — Sky must be upfront about all charges including mid-contract price increases
- Right to cancel — you can cancel within 14 days of signing up (cooling off period) and when Sky increases prices mid-contract
- Right to a fair complaints process — Sky must handle complaints promptly and fairly
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