topic Re: Legal papers in Plusnet Feedback

Legal papers

bored_mum — Mon, 07 Sep 2026 16:29:04 GMT

Exasperated beyond belief at lack of customer service. To serve legal papers to Plusnet, do I quote their own address or that of BT?

Re: Legal papers

ExForce9 — Mon, 07 Sep 2026 16:42:47 GMT

@bored_mum

From this link https://www.plus.net/help/legal/complaints-code-of-practice/

it says -

... you can make a complaint by writing to the address below. To help us deal with your complaint as quickly as possible, we recommend including some information to help us find your account. Things like your username, postcode and telephone number of the service you're complaining about are really helpful. Once we receive your letter we will respond within 10 working days. If you need a quicker response, please use one of the other methods mentioned above. Our address is: Plusnet Plc Endeavour Sheffield Digital Campus 1a Concourse Way Sheffield S1 2BJ

Re: Legal papers

bored_mum — Mon, 07 Sep 2026 17:03:11 GMT

That looks like just for lodging complaints, I'm well beyond that! I'll try their twitter.

Re: Legal papers

SixCopperKs — Mon, 07 Sep 2026 17:11:38 GMT

I'm not a lawyer, but maybe you should get your lawyer on the case of whatever it is. They'll know how to serve legal papers on plustnet. If you're a lawyer, @bored_mum, then you'll know that trying to improve customer service for immediate issues isn't always helped by commencing potentially tedious legal action.

[edit: added the qualifier 'potentially tedious']

Re: Legal papers

PhilipHeyes — Mon, 07 Sep 2026 17:58:29 GMT

twitter ... that is the tell !

Re: Legal papers

bored_mum — Mon, 07 Sep 2026 18:23:12 GMT

I'm filling in small claims paperwork, I'm not a lawyer either. I need an address.

Re: Legal papers

bored_mum — Mon, 07 Sep 2026 18:24:34 GMT

They have a support account. But hey, if this kinda of post is beneath you, you can just scroll by....

Re: Legal papers

jab1 — Mon, 07 Sep 2026 18:35:15 GMT

See post #2, @bored_mum .

Re: Legal papers

bored_mum — Mon, 07 Sep 2026 20:09:30 GMT

Yes, post 2 is for complaints.
Honestly, I came here looking for some help, as I've had a tough time trying to resolve an account issue with these utterly useless customer services clowns & a bereavement.
But hey, I'll try elsewhere.
Thanks again.

Re: Legal papers

jab1 — Mon, 07 Sep 2026 20:12:20 GMT

The address given is Plusnets registered address, therefore the address to serve these 'legal papers'.

Re: Legal papers

Champnet — Tue, 08 Sep 2026 06:02:12 GMT

Companies House will provide registered info.

https://www.gov.uk/get-information-about-a-company

Re: Legal papers

Katie_J — Tue, 08 Sep 2026 08:37:21 GMT

Hello @bored_mum.

We are concerned to hear of your recent experience.

Have you been through our complaints process and spoke with our Executive Care team as outlined in the Complaints Code of Practice?

They will make sure we look into this and do all we can to help get this resolved. If we could then not reach a resolution together this would then reach Deadlock.

Speak soon,

Katie

Re: Legal papers

bored_mum — Tue, 08 Sep 2026 08:46:37 GMT

I call & have promises made, that never happen, no calls, no updates. It's been 4 weeks of silence or lies. I'm at the end of my tether, so only recourse seems to be via the legal process.

Re: Legal papers

newagetraveller — Tue, 08 Sep 2026 09:09:08 GMT

Of no particular help and I could be totally wrong. Is there a protocol to follow before actually submitting a legal claim?

i.e. first follow through the complaint procedure and if there's a "deadlock" issued then send a letter before action. If that doesn't work, a claim.

I realise you are at the end of your tether, but submitting some kind of legal action, before following the full procedure, might be looked on unfavourably by a court.

https://www.justice.gov.uk/courts/procedure-rules/civil/rules/pd_pre-action_conduct

Re: Legal papers

bored_mum — Tue, 08 Sep 2026 09:18:55 GMT

I have asked for a deadlock statement & been promised one, but not forthcoming. To be honest, once a court reads the history of the ticket, the record of my calls to Plusnet, the promised of not returned calls, & the bare faced lies, I have no doubt a court will unimpressed. Someone has to hold these companies to account, it's not much, but I'm prepared to do it.

Re: Legal papers

Champnet — Tue, 08 Sep 2026 09:44:27 GMT

@bored_mum Have you tried contacting the CEO of Plusnet or prefereably BT ?

Re: Legal papers

bored_mum — Tue, 08 Sep 2026 10:01:14 GMT

No, as I don't believe that will help.

Re: Legal papers

Champnet — Tue, 08 Sep 2026 10:44:08 GMT

I seem to remember the CEO of BT has been very helpful in resolving member's problems here in the past.

Re: Legal papers

SixCopperKs — Tue, 08 Sep 2026 11:02:31 GMT

@bored_mum It would help people here to help you if you could be clearer about the issue you’re trying to resolve.

It sounds like you feel you’ve had awful customer service dealing with broadband line problems at the same time as the awful situation of dealing with a bereavement. You’ve said you don’t see the point in raising a complaint, and that you don’t want to talk to PlusNet’s executive team (as was invited by a staff member in this thread). It seems you don’t want to send, to PlusNet’s registered address, a complaint about the poorly handled complaint.

Crucial question: can you be clear about what you want and how you would like it resolved? It sounds like you want some sort of restitution and to never have to deal with PlusNet again in the future. What do you have in mind, and have you said this to PlusNet yet?

Re: Legal papers

RobPN — Tue, 08 Sep 2026 13:09:19 GMT

@bored_mum wrote:

Honestly, I came here looking for some help, as I've had a tough time trying to resolve an account issue with these utterly useless customer services clowns & a bereavement.

@bored_mum

I obviously don't know what type of account issue you have, but @Gandalf has a reputation for resolving some such cases.