Our Commitment
At Pulse (a trading name of We Are One 1 Limited), we are committed to providing excellent service. If something goes wrong, we want to hear about it and resolve the issue as quickly as possible.
How to Complain
Step 1: Contact Us
Email us at complaints@pulsewifi.co.uk with:
- • Your name and contact details
- • Account details (if applicable)
- • Description of the issue
- • What resolution you're seeking
Step 2: We Investigate
We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days. Complex issues may take longer, but we'll keep you updated.
Step 3: Resolution
We'll work with you to find a fair resolution. This might include fixing the problem, providing compensation, or explaining why we cannot take the action you've requested.
If You're Not Satisfied
If we haven't resolved your complaint to your satisfaction after 8 weeks, or if we've reached a deadlock, you can escalate to an Alternative Dispute Resolution (ADR) scheme.
Alternative Dispute Resolution
We are a member of Ombudsman Services: Communications, an Ofcom-approved ADR scheme. They provide free, independent dispute resolution.
What We Need From You
To help us resolve your complaint quickly, please provide:
- Clear description of the problem
- Dates and times of any incidents
- Any reference numbers from previous contact
- Supporting evidence (screenshots, photos, etc.)
- Your preferred contact method
Our Targets
Contact Details
Email: complaints@pulsewifi.co.uk
Post:
Complaints Team
Pulse WiFi (We Are One 1 Limited)
Portsmouth, United Kingdom
Please include "Complaint" in your email subject line for faster routing.