Used for A/B testing of AI chatbots, NLP or ADA

Disables the input field on Salesforce Live Agent Chat

Allow testing of the feature flag release job for testing purposes

Toggle to validate against business hours for live agent

Toggle to hide bot capability when bot is in progress or on get-in-touch page

Enable the /help/client routes for help pages

Toggle to segment customers on get in touch page

Toggle to hide sign in widget in get-in-touch

Enable the ability to view webForm for signed out customers

ADOBE_ANALYTICS

ADOBE_AUDIENCE_MANAGER

ADOBE_ICEBERG_TEASER

ADOBE_LAUNCH

BRAZE

OPTIMIZELY

QUALTRICS

SALESFORCE

Account finder

NOW - Account finder

How can we help?

Cancel Subscription

Email us

NOW - Email us

Get in touch

NOW - Get in touch

NOW - Search Results

https://c.la11-core1.sfdc-5pakla.salesforceliveagent.com/content

Fix a problem

Complaints procedure and codes of practice

Select one of the NOW codes of practice from the list, or see our Complaints Code of Practice below: 
<ul><li><a href="https://web.static.nowtv.com/images/docs/sales-marketing-code-of-practice-jan-23.pdf" target="_blank" title="Sales and marketing code of practice">Sales and marketing code of practice</a></li><li><a href="http://web.static.nowtv.com/images/docs/NOW_Code_of_Practice_Premium_Numbers.pdf" target="_blank" title="Premium numbers code of practice">Premium numbers code of practice</a></li><li><a href="http://web.static.nowtv.com/images/docs/broadband-and-calls-code-of-practice-03-21.pdf" target="_blank" title="Broadband and Calls code of practice">Broadband and Calls code of practice</a></li><li><a href="http://web.static.nowtv.com/images/docs/usage-policy-mar-21.pdf" target="_blank" title="Broadband and Calls usage policy">Broadband and Calls usage policy</a></li><li><a href="https://web.static.nowtv.com/images/docs/Ofcom-conditon-C2-information-publication-and-transparency-requirements.pdf" target="_blank" title="Ofcom condition C2 – Information publication &amp; transparency requirements">Ofcom condition C2 – Information publication &amp; transparency requirements</a></li><li><a href="https://web.static.nowtv.com/images/docs/Ofcom%20condition%20C7%20-%20Switching.pdf" target="_blank" title="Ofcom condition C7 – Switching">Ofcom condition C7 – Switching</a></li><li><a href="http://web.static.nowtv.com/images/docs/Ofcom_Nuisance_Calls_MOU.pdf" target="_blank" title="Ofcom Nuisance Calls Memorandum of Understanding">Ofcom Nuisance Calls Memorandum of Understanding</a></li></ul>
 
<h2>NOW’s Complaints Code of Practice</h2>
Our Complaints Code of Practice is outlined below. It covers our processes for resolving complaints relating to our products and services, and our complaints handling process. Find out more: <a href="https://www.nowtv.com/gb/help/article/how-to-make-a-complaint" target="_self" title="How to make a complaint to NOW">How to make a complaint to NOW</a> 
<details class="mce-accordion">
<summary>What happens when I register a complaint?</summary>
At NOW we&#39;ll do all we can to provide you with the best response for your particular situation and ensure, where possible, that your complaint is resolved to your satisfaction. If you contact us, our advisors will ask you about the nature of your complaint. We’ll consider all the points you raise, along with the details we hold in our records, and seek to resolve the problem there and then. If your complaint requires specialist knowledge, we’ll transfer you to an advisor with the right expertise to resolve it. If we’re unable to resolve your complaint immediately, we’ll tell you how long we expect a resolution to take, and agree when and how we’ll keep you updated. If you write to us, we’ll review your complaint fully, taking into account all the points raised in your correspondence and the service details held in our records. We’ll also ensure that your complaint is investigated by the most suitable person in the company to resolve your complaint. We’ll normally get back to you by phone, but if this isn’t possible, we’ll respond in writing. We’ll do all we can to resolve your complaint as soon as possible. If your complaint is urgent (if you’re experiencing a loss of service, for example) we’ll prioritise your complaint. We aim to respond to your complaint and agree a resolution within 10 days. Some complaints, depending on their nature, could take longer to resolve, especially if they’re technically complex. If we’re unable to agree a resolution for your complaint within 10 days, we’ll get in touch. We’ll keep you informed of progress in a way that best suits you and at a time that’s convenient to you. 
</details>
<details class="mce-accordion">
<summary>What can I do if I&#39;m unhappy with NOW&#39;s response?</summary>
We aim to resolve every complaint quickly and to your satisfaction. If, for any reason, you’re not fully satisfied with our response, please let us know and tell us where you think we need to more. We’ll then review your complaint, and our response, and pass it on to NOW management. We’ll let you know if anything else can be done to resolve your complaint and tell you how long it’s expected to take. We’ll keep you informed of our progress and any changes. 
</details>
<details class="mce-accordion">
<summary>Alternative dispute resolution</summary>
You have the right to take your complaint to CISAS (Communications and Internet Services Adjudication Scheme), Centre for Effective Dispute Resolution, if your complaint relates to TV Membership, NOW Broadband, NOW Calls, or our complaints handling process, and either: 
<ul><li>we haven’t resolved your complaint to your satisfaction within eight weeks of you first making your complaint to NOW, or</li><li>you’ve received a letter from us saying that your complaint has reached &quot;deadlock&quot; with nothing more we can do.</li></ul>
CISAS is an independent alternative dispute resolution scheme which will review your complaint. If CISAS decides that your complaint is justified, NOW will act on any decision made and put things right for you. If your complaint remains unresolved after eight weeks, we&#39;ll send you a written reminder of your right to go to CISAS. We&#39;ll also send you a deadlock letter on your request, unless there are further steps we can take to resolve your complaint quickly. We won&#39;t send you a reminder or issue you with a deadlock letter if your complaint is vexatious or outside the jurisdiction of the scheme. <a href="https://www.nowtv.com/gb/help/article/list-of-complaints-regulators" target="_self" title="how to get in touch with CISAS">Find out how to get in touch with CISAS</a> 
</details>
<details class="mce-accordion">
<summary>Can I claim compensation for a delay in transferring my phone number to NOW?</summary>
If we‘ve agreed to transfer your telephone number to NOW, and haven’t done so more than one business day after the date we told you the transfer would take place (or any revised date that you were informed of), you can claim compensation for the delay. Compensation will be calculated on the basis of the daily charge for your NOW Broadband service (as line rental charges are bundled) for each day that transfer of your number is delayed. Claiming compensation in this way will not affect any other rights you have. You can make a claim for compensation by contacting us in one of the ways set out in this Code. We will normally deduct any amounts owed to you from your next monthly bill, unless otherwise requested by you. 
</details>
<details class="mce-accordion">
<summary>How do I complain about premium rate phone charges?</summary>
The Phone-paid Services Authority (PSA) is the independent regulatory body for all premium rate charged telecommunications services. Premium rate services offer a service that’s charged to your phone bill or pre-pay phone account. These include directory services, entertainment or ringtones. Many premium rate services have dialling codes starting with 09. Directory enquiry services have six-digit numbers, beginning 118. If your complaint relates to the provision, content or promotion of premium rate services you should get in touch with the PSA directly. <a href="https://www.nowtv.com/gb/help/article/list-of-complaints-regulators" target="_self" title="how to get in touch with the PSA">Find out how to get in touch with the PSA</a> 
</details>
<details class="mce-accordion">
<summary>How do I make a complaint about on-demand services?</summary>
Ofcom now takes sole responsibility for regulating the editorial content of video-on-demand programme services. Shows made available via NOW&#39;s on demand services, including NOW box sets, NOW Store and Catch Up TV, are provided by Sky UK Limited. If you wish to make a complaint about the content on these services, please follow our <a href="https://www.nowtv.com/gb/help/article/how-to-submit-a-complaint" target="_self" title="standard complaints process">standard complaints process</a>. If you&#39;ve followed NOW&#39;s complaints procedure and you&#39;re not satisfied with the outcome, you can submit an <a href="https://ofcomforms.secure.force.com/formentry/SitesFormCSLEOnDemandComplaints" target="_blank" title="Ofcom online complaints form">online complaints form</a> to Ofcom. The Advertising Standards Authority (ASA) continues to act as a co-regulator for advertising content on video-on-demand services. <a href="https://www.nowtv.com/gb/help/article/list-of-complaints-regulators" target="_self" title="how to get in touch with the ASA">Find out how to get in touch with the ASA</a>
 
</details>
<details class="mce-accordion">
<summary>Can I get a printed copy of NOW&#39;s Customer Complaints Code?</summary>
Printed copies of this Customer Complaints Code are available on request and free of charge. Just <a href="https://www.nowtv.com/gb/help/get-in-touch/" target="_self" title="get in touch">get in touch</a> by live chat. The Code is also available to request in large print, audio and braille by emailing <a href="mailto:accessiblecustomerservice@nowtv.com" target="_blank">accessiblecustomerservice@nowtv.com</a>. 
</details>
<details class="mce-accordion">
<summary>Responsibility for the NOW Customer Complaints Code</summary>
NOW is a trading name of Sky UK Limited and Sky UK Limited has responsibility for all NOW representatives complying with the Code. Our designated person responsible for ensuring both ourselves and our Agents observe the Code is: <span style="background-color: var(--slds-g-color-surface-container-1, var(--lwc-colorbackgroundalt, #fff));color: var(--slds-g-color-neutral-base-10, #181818);font-size: var(--slds-g-font-size-base, 13px);">L S Alden
Head of Operational Compliance Carnegie Campus, Dunfermline, Fife KY11 8GH Telephone: 0333 1000 333 Email: <a href="mailto:ARHosie.Compliance@nowtv.com" target="_blank">ARHosie.Compliance@nowtv.com</a> </details>

The legal bit

Work for Us

Privacy & Cookies

Privacy options

Complaints

Accessibility

Terms & Conditions

How to Contact Us

Help

Get Started

Sign In

Watch NOW

Help Centre

My Account

Sign Out

Account

Facebook

Instagram

Youtube

LinkedIn

ChatbotGOLD

PromoBanner

SignInBannerGB

Need help fast?

white

We'll check for any faults on your line and put you through to an advisor if there are any issues.

Check your line before you get in touch

Notification

All calls made with your NOW Calls landline are free. Otherwise, calls to 03 numbers cost the same as calls to 01 or 02 numbers, and are usually included in your package. If you don’t have a calls package, charges may apply – check your provider’s tariff guide for details.

How much does it cost to call NOW?

This form is only for TV members. If you’re a broadband member, please email us instead at customerservices@nowtv.com.

Need to contact us about your broadband?

You won't be able to watch The Ashes Test matches with a Sports Membership – these matches are shown on TNT Sports, which isn't part of the Sports Membership in the UK.

Can I watch The Ashes with NOW?

You won't be able to watch the Quilter Nations Series with a Sports Membership – these matches are shown on TNT Sports, which isn't part of the NOW Sports Membership.