Complaints procedure.
Raise it with us and it reaches the UK desk. Here is the route, the timescales we work to, and what we commit to either way.
Carried over from digitalfive.com · July 2026
We work hard to get things right, but if something falls short we want to hear about it. This is how to raise a complaint and what you can expect from us.
How to make a complaint
1. Get in touch
Contact us by phone or email using the details below. Please include your name, the best way to reach you, and a brief description of what went wrong.
2. We acknowledge it
We'll confirm we've received your complaint within 2 working days and let you know who is looking into it.
3. We investigate
We'll look into what happened and aim to give you a full response within 10 working days. If we need longer, we'll tell you why and when to expect an update.
4. We put it right
We'll explain our findings and set out what we'll do to resolve the issue. If you're not happy with the outcome, just let us know and we'll review it again.
Contact us
Phone: 0345 0178 179
Email: hello@digitalfive.com
Online: digitalfive.com/contact-us
Existing customers: digitalfive.com/support
Our promise
Every complaint is treated seriously, handled fairly, and kept confidential. Raising a complaint will never affect the service you receive from us. We also use your feedback to improve how we work.
Smart Numbers Ltd trading as Digital Five. Registered in England and Wales: 05457989. VAT: 887353085.
