Complaints Code of Practice
EPOS NI and BRISK Technology are trading names of Enhuk Limited, a company registered in Northern Ireland (company number NI646709), registered office Unit 1 Block A, Scrabo Business Park, Jubilee Road, Newtownards, Co. Down, BT23 4ZP.
Making a complaint
If something has gone wrong, tell us. You do not need to use the word "complaint" and you do not need to put it in writing — if you tell us you are unhappy, we treat it as a complaint.
| support@eposni.com | |
| Phone | +44 (0)28 9099 1221 |
| Post | Complaints, Enhuk Limited, Unit 1 Block A, Scrabo Business Park, Jubilee Road, Newtownards, Co. Down, BT23 4ZP |
If you need to contact us in a different way — for example because of a disability or accessibility need — tell us what suits you and we will use it. We can correspond by email only, arrange a call at a set time, or deal with a family member, carer or colleague you nominate.
This code is available free of charge, on our websites, and in large print or another format on request.
What we do when you complain
1 — We acknowledge it within two working days. You get the name of the person handling it and a reference.
2 — We investigate and come back to you within ten working days. If it will take longer — because it depends on a supplier or a network operator, for instance — we tell you that before the ten days are up, explain why, and give you a new date. We do not go quiet on you.
3 — We tell you the outcome and why. If we got it wrong we say so and we put it right. If we do not agree, we explain our reasoning rather than simply refusing, and we tell you what you can do next.
4 — If you are not satisfied, ask for it to be escalated. It goes to a director or senior manager, who reviews it independently of whoever handled it first. You do not need to justify asking.
Taking it further — free, independent adjudication
If we cannot resolve your complaint, you can take it to an independent adjudicator at no cost to you.
You can go to them if either:
- six weeks have passed since you first complained to us and it is still not resolved; or
- we have written to you to say we have reached deadlock — that we can do no more.
You can ask us for a deadlock letter at any point, and we will not refuse one unreasonably. Asking for one does not stop us continuing to try to sort the problem out.
Our scheme is CISAS — the Communications & Internet Services Adjudication Scheme, approved by Ofcom and run by CEDR.
| Online | cedr.com/consumer/cisas |
| cisas@cedr.com | |
| Phone | +44 (0)20 7520 3814 |
| Post | CISAS, CEDR, 100 St Paul's Churchyard, London EC4M 8BU |
The adjudicator's decision binds us, not you. If you do not accept it you keep every other right you have, including going to court.
Who can use the independent scheme
The scheme is open to residential customers and to business customers with ten employees or fewer, in respect of the telecommunications services we provide — phone lines, broadband, fibre and hosted voice.
Larger business customers are welcome to complain under this code in exactly the same way and we handle it identically; the difference is only that the ADR scheme is not open to them. Their escalation route is the dispute clause in our terms and conditions.
Things worth knowing
Faults are not complaints, until they are. Report a fault to support in the usual way and we will fix it. If you are unhappy with how a fault has been handled — how long it took, how you were kept informed — that is a complaint, and this code applies.
Complaining costs you nothing and does not affect your service. We will not disconnect you, refuse to deal with you or treat you differently because you have complained.
If your complaint is about a bill, tell us before the due date where you can. We will not chase or suspend a service over a sum that is genuinely in dispute while we are looking into it — but anything not in dispute remains payable.
Where the problem is really a network operator's — an Openreach appointment, a carrier's fault, a manufacturer's warranty — it is still our complaint to handle. We pursue it with them and keep you informed. We do not hand you a phone number and call it resolved.
We keep a record of every complaint, what it was about and how it ended, and we review them so the same thing stops happening. That is the part of this code that actually improves anything.
Version
Version 2026.09, published 1 September 2026. We review this code at least annually and whenever Ofcom's requirements change. The current version is always on our websites.
