Last updated: 12 October 2026

We want every client to be happy with Cyber Fits. If something has gone wrong, please tell us so we can put it right. This procedure covers complaints about Cyber Fits IT services, including IT support, cyber security, Microsoft 365, projects, hardware, CCTV and websites, provided by Cyber Fits Solutions Limited.

If your complaint is about a phone line or phone system from Virtual Voice Office, or broadband from Cyber Fibre, it is handled under that brand's own complaints code, which includes the right to independent adjudication through CISAS. See the Cyber Fibre complaints code or the Virtual Voice complaints code.

How to complain

Email: support@cyberfits.co.uk with "Complaint" in the subject line.
Phone: 0191 543 3432, Monday to Friday, 8:00am to 5:00pm. If you are deaf, hard of hearing or speech impaired, you can call us through Relay UK by adding 18001 before our number.
Client portal: raise a ticket at control.cyberfits.co.uk and say it is a complaint.
Post: Complaints, Cyber Fits Solutions Limited, 7 Sea View Park, Sunderland, SR6 7JS.

Please tell us your name, your business, any ticket or invoice reference, what went wrong and what you would like us to do. If you would like someone else to complain on your behalf, just let us know.

What we will do

Acknowledge your complaint within 2 working days and give you a reference.
Investigate it, and keep you updated on what we are doing and when you will next hear from us.
Aim to resolve most complaints within 10 working days, and tell you what we have done to put things right. If yours will take longer, we will tell you why and keep you updated until it is resolved.

If you are not happy with our answer

Ask for your complaint to be reviewed by a director. They will look at it again, independently of the person who handled it first, and reply to you in writing with our final response.

If you are still not satisfied after that, you may wish to take independent advice. Nothing in this procedure affects your legal rights.

Independent dispute resolution (CISAS)

Cyber Fits Solutions Limited is a member of CISAS, the Communications and Internet Services Adjudication Scheme. CISAS is approved by Ofcom and is free for eligible customers to use, but it only deals with complaints about communications services such as phone lines and broadband. It does not cover IT support, cyber security, Microsoft 365, hardware, CCTV or websites.

So if your complaint is about a phone line or phone system from Virtual Voice Office, or broadband from Cyber Fibre, including where we supply them as part of looking after your IT, it is handled under that brand's complaints code. If it is not resolved within six weeks, or we send you a deadlock letter, home customers and businesses with 10 or fewer people working for them can take it to CISAS.

Website: www.cedr.com/consumer/cisas
Phone: 020 7520 3814
Email: cisas@cedr.com
Post: CISAS, Centre for Effective Dispute Resolution, 100 St Paul's Churchyard, London, EC4M 8BU

Complaints about your personal data

If your complaint is about how we handle personal data, we will acknowledge it within 30 days and keep you informed. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. See our privacy notice.

Extra help

If you need help making a complaint, or would like this procedure or our replies in another format such as large print, please ask and we will do what we can.

Records

We keep a record of every complaint, and how we resolved it, for at least 12 months, and use what we learn to improve our service.

Complaints procedure