Crystal Voice Data Ltd (company no. 13442068), 5 The Watermark, Ferry Road, Cardiff CF11 0JU. Last updated: 31 October 2026.

This Code explains how to complain, what we will do, how long it should take, and what you can do if we cannot resolve your complaint. It forms part of our Standard Terms and Conditions (see clause 19.10).

1. Who this Code is for

Anyone can complain to us using the process below. If you are a consumer, a small business with 10 or fewer staff, or a not-for-profit organisation with 10 or fewer workers (not counting volunteers) — a "Small Business Customer" in our Contract — you also have the right to take an unresolved complaint to our independent Alternative Dispute Resolution (ADR) scheme free of charge (see section 6).

A complaint is any time you tell us you are unhappy with our products, services or the way we have treated you and you expect a response or a fix. You do not need to use the word "complaint".

2. How to make a complaint

You can complain in whichever way suits you best:

  • Phone: 0333 5678 444 — Monday to Friday, 9am to 5pm (excluding bank holidays). Calls cost the same as a standard UK landline call and are included in most call allowances.
  • Email: complaints@crystalvoicedata.com
  • Post: Crystal Voice Data Ltd, 5 The Watermark, Ferry Road, Cardiff CF11 0JU

Messages sent by email or post outside office hours will be dealt with on the next working day.

To help us sort things out quickly, please give us your name, your business name and account number (if you have one), the best way to contact you, what has gone wrong, and what you would like us to do. If you are not sure of any of these details, please complain anyway — we will help.

Someone acting for you: a friend, relative, carer, adviser or colleague can complain on your behalf with your permission.

Extra help: if you have a disability or anything that makes it harder for you to complain (for example illness, bereavement, difficulty reading, or a hearing or speech impairment), tell us and we will adapt how we deal with you — for example by calling you back, writing to you in plain English, giving you more time, or using the Relay UK service (dial 18001 before our number from a textphone or the Relay UK app). This Code is available free of charge in large print, Braille, or another format you need — just ask.

3. What we will do

  1. Acknowledge — we will confirm we have received your complaint within 2 working days (usually the same day for phone complaints). We will tell you who is dealing with it, what we will do to investigate and how long we expect it to take.
  2. Investigate — we will look into what happened, check our records and, where needed, work with our network partners. We will keep working actively on your complaint until it is resolved or closed.
  3. Keep you updated — if we need more time, we will update you at least every 10 working days and tell you what is happening.
  4. Tell you the outcome — we will tell you what we found and what we will do to put things right. If you ask, we will confirm this in writing (by email or letter).

4. Our timescales

  • Most complaints are resolved within 10 working days.
  • More complex complaints — for example those that need action from a network operator — can take longer. We will tell you if this is the case and keep you updated.
  • If your complaint is still not resolved 6 weeks after you first raised it, we will write to you straight away to tell you that you can take it to our ADR scheme (see section 6).

5. If you are not happy with our response

If you are unhappy with the outcome, tell us. Your complaint will be escalated to a manager or director of Crystal Voice Data Ltd, who will review it and respond to you, normally within 5 working days.

If we tell you the outcome and you do not let us know within 28 days that you are still unhappy, we may treat your complaint as resolved.

6. Your right to independent dispute resolution (ADR)

Where you are a Small Business Customer (or a consumer or small not-for-profit as above) and the complaint is not resolved within 6 weeks of the date you first complained to us, or CVD confirms in writing that it cannot be resolved (sometimes called a "deadlock letter" or "ADR letter"), you may refer it free of charge to CVD's Ofcom-approved alternative dispute resolution scheme.

CVD is a member of CISAS (Communication & Internet Services Adjudication Scheme), operated by CEDR (Centre for Effective Dispute Resolution). The scheme is independent of Crystal Voice Data Ltd and is free for you to use.

Whenever you become entitled to use the scheme, we will tell you in writing straight away and give you these contact details. You should normally contact the scheme within 12 months of receiving our deadlock letter. ADR is available to consumers, small businesses with 10 or fewer staff and small not-for-profit organisations.

7. Where to find this Code

This Code is on our website at https://www.crystalvoicedata.com/customer-complaints-code and is referred to in our terms and conditions. We will send you a free copy on paper or in another format on request.

Last updated: 31 October 2026