We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us.   However, despite our best efforts, things can go wrong.   When they do, we want to know so that we can put them right as soon as possible.

This code of practice explains how to contact us and our procedures for resolving complaints about sales, billing, fault repair or services.   The Code forms part of our Code of Practice. It is available on request from our Customer Service Helpdesk on 020 8614 4860.

If you have a complaint 

Please telephone our Customer Service Team on 020 8614 4860.  Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line.  If this is impossible, we will agree a course of action with you.

You may also send your complaint to us in writing at: 

Gold Telecom Ltd
Unit 1 St John's Mews
13 St John's Road
Hampton Wick
Kingston upon Thames

Or via an e-mail enquiry to This email address is being protected from spambots. You need JavaScript enabled to view it.

During any discussions, we will protect the privacy of the information that we hold on you.   We may have to ask you questions to confirm that we are speaking to the right person.

Taking your complaint further

If your complaint is not resolved to your satisfaction after this procedure, you can take it further by asking to discuss it with a Director.

If we cannot resolve the problem, then we will write to you to say so.   If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Alternative Dispute Resolution scheme of the Telecommunications Ombudsman, Otelo.

Useful addresses

OFCOM: Riverside House, 2A Southwark Bridge Road, London SE1 9HA, Tel: 020 7981 3000.

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