We’re not call centre robots.

We’ve grown from a start-up company to thousands of customers since 2006 by being passionate about our customers. We strive to make life simple so people have time to do the things they love. Our approach to customer service is straightforward, human and reassuring. We’re not call centre robots following a script. If something goes wrong we want to work with you to sort things out as quickly and efficiently as possible.

Even if it’s something simple like feedback on our website or a suggestion for how we could improve our services, we want to hear from you.

Where you’ve been dissatisfied with any level of service, or you’ve raised a complaint, you can expect an apology, a full explanation, the steps we are taking to put things right and, where appropriate, compensation or a goodwill gesture.

On the rare occasion you do find yourself with a problem, please follow the simple 4 step process below so we can try and solve it for you. Whatever you do next, please make sure you start at step 1.

You can raise your complaint directly with Glide, either through phone, email, letter, or live chat. Your complaint will remain with the frontline Customer Service agent who receives your query for the first 48 hours.

You can contact us in the following ways:

Step 1

If we have been unable to resolve your complaint within 48 hours of it first being raised, it will be internally escalated to our complaints department as a Step 1 complaint. We aim to resolve step 1 complaints within up to 2 weeks of the raised complaint start date.

Step 2

Your complaint will be subject to further escalation and where necessary, further investigation by the Complaints team. We aim to resolve step 2 complaints within 42 days of the complaint start date.

Step 3

Where your complaint is not resolved within step 2 of our process, it will be escalated further to senior management within Glide for review. We aim to resolve step 3 complaints within 56 days of the complaint start date.

Step 4

We hope you will be satisfied by our response, but should you feel that we haven’t fixed your complaint; your next step depends on the service it relates to. You will be sign-posted to the relevant Ombudsman for further resolution if necessary, though we will continue to work with the customer where we can to resolve the complaint.  

Telephone & broadband issues – Ombudsman Services: Communications

Glide is its own telephone and broadband provider and provides alternative dispute resolution through the Ombudsman Services: Communications. This service is free and independent.

If you’ve followed Steps 1 to 3 and haven’t received a satisfactory resolution to your telephone or broadband complaint within 8 weeks or if we issue you with a deadlock letter telling you our final position and that we will no longer be handling your complaint, you may contact the Ombudsman Services: Communications within 9 months of raising your complaint.

Please let us know if you require a deadlock letter. We suggest you call us, but whichever way you contact us, please quote the ticket number from Step 3 and entitle your correspondence “If something goes wrong – Step 4”.

The Ombudsman Services: Communications can only help domestic customers or small business customers who spend less than £5,000 per year or who employ less than 10 people.

Please note that the Ombudsman Services: Communications cannot deal with complaints about any service other than telephone or broadband.

Telephone0330 440 1614
Textphone0330 440 1600
Emailenquiries@os-communications.org
Websitewww.ombudsman-services.org/communications
PostOmbudsman Services: Energy, PO Box 730, Warrington, WA4 6WU

Water issues

Glide manages your account via your local water and sewerage supplier. If you would like us to raise a complaint on your behalf, just let us know and we will do this for you.

Gas and electricity issues – Ombudsman Services: Energy

Glide is an energy provider and provides alternative dispute resolution through the Ombudsman Services: Energy. This service is free and independent.

If you’ve followed Steps 1 to 3 and haven’t received a satisfactory resolution to your energy complaint within 8 weeks or if we issue you with a deadlock letter telling you our final position and that we will no longer be handling your complaint, you may contact the Ombudsman Services: Energy within 9 months of raising your complaint.

Please let us know if you require a deadlock letter. We suggest you call us, but whichever way you contact us, please quote the ticket number from Step 3 and entitle your correspondence “If something goes wrong – Step 4“.

The Ombudsman Services: Energy can only help domestic customers or small (micro) business customers. This is defined as a company which has:

Please note that the Ombudsman Services: Energy cannot deal with complaints about any service other than gas or electricity.

Telephone0330 440 1624
Textphone0330 440 1600
Emailosenquiries@os-energy.org
Websitewww.ombudsman-services.org/energy
PostOmbudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

TV licence issues

Glide manages your TV licence with the TV licensing authority. If you would like us to raise a complaint on your behalf, just let us know and we will do this for you.

General issues – Citizens Advice Consumer Service

Citizens Advice Consumer Service is a government-funded telephone and online service offering information and advice on consumer issues. They can be contacted on 0808 223 1133 or via www.adviceguide.org.uk. This is a free and independent service that can be used at any stage.

Residents of Northern Ireland need to contact the Consumer Council on 0800 121 6022 or via www.consumercouncil.org.uk.

Know your rights

To ensure that your knowledge of your rights is up to date, please see the Consumer Checklist documents which are available to download below.

Consumer Checklist – EnglishDownload
Consumer Checklist – WelshDownload