Daisy Communications Customer Service: What Reviewers Say & How to Get Heard

The Number One 1-Star Complaint

If you read 100 1-star reviews of Daisy Communications on uk.trustpilot.com/review/daisycomms.co.uk, customer service comes up more than any other single theme. Long holds. Unfulfilled callback promises. Emails ignored for weeks. Department ping-pong. Staff contradicting each other. "Still learning" agents. Emails just silenced.

We are Compare The Networks, an independent, OFCOM-regulated business telecoms comparison service. This article is not about whether Daisy's support is objectively good or bad — you can judge that from your own experience and from reading the reviews. It is a practical guide to getting heard when you have a problem, plus the exit options if you have lost patience.

For the wider Daisy hub, start at our Daisy Communications reviews and alternatives page.

The Recurring Themes on Trustpilot

1. Long Holds and Unanswered Calls

Reviewers routinely describe holds of 30, 45, 60 minutes. Calls ringing out. Queue positions that move slowly or not at all. For a business paying for support, that is a real cost.

2. Callback Promises Not Kept

"We'll call you back within 24 hours." Reviewers describe this promise being made repeatedly and rarely honoured.

3. Ignored Emails

Several 1-star reviews describe emails going unanswered for weeks, sometimes months. Email is the critical complaint channel — if it is ignored, the customer has to escalate.

4. Department Ping-Pong

Sales to provisioning to technical to billing to complaints. Each team unable to resolve without input from another. The customer re-explains at every transfer.

5. Support Staff "Still Learning"

Reviewers describe being told by agents that they are new or in training, unable to resolve the issue, and having to escalate. When this is the consistent first-line experience, it adds delay to every interaction.

6. Contradictory Answers

Sales said X, billing said Y, tech said Z. The customer is left to work out which is right — and under pressure from bills or service issues while doing so.

7. No Accountability Owner

With a complex bundled provider, reviewers describe no single person owning the issue. That is the root cause of much of the department ping-pong.

We report what reviewers publicly state. Read them yourself and form your own view.

The Cost of Bad Customer Service

It is easy to treat customer service as a "soft" factor. In B2B telecoms it is anything but.

Lost productivity. Every hour on hold is an hour not spent on your business.
Lost revenue. A fault that takes days to fix is days of missed calls, missed orders, slow systems.
Staff stress. Someone has to own the ticket. That someone is often the owner.
Billing leakage. When issues do not get resolved, charges do not get credited. Money leaks out of the business.

Good customer service is not a nice-to-have. It is a business-critical spec for any telecoms contract.

How to Get Heard When You Have a Problem

1. Always in Writing

If you have to call, fine — but follow up every call with an email. Include:

Date and time of the call
The name of the agent you spoke to
The ticket or case reference
What was discussed
What was agreed
What you expect to happen next

That email is your record. If you end up in a dispute, that record is the difference between winning and losing.

2. Use Formal Complaint Language

Once you have escalated once or twice without resolution, escalate with specific language: "I would like to raise a formal complaint under your published complaints procedure."

This language triggers the formal process and compliance obligations. See our Daisy complaints and CISAS article.

3. Request a Named Complaint Handler

Ask for the complaint to be handled by a named individual and for all future correspondence to be through them. This breaks the department ping-pong.

4. Keep a Single Thread

If you have a formal complaint in progress, keep correspondence in a single email thread. Do not start new threads for each exchange. It gives you a clean timeline.

5. Set Response Deadlines

"I would appreciate a substantive response within 10 working days. If I have not had one, I will escalate this matter to CISAS in accordance with the 8-week rule."

This puts the provider on notice. It also creates a written record of your willingness to escalate.

6. Escalate to CISAS After 8 Weeks

If the complaint is not resolved in 8 weeks or you receive a deadlock letter, go to cisas.org.uk. This is the external adjudicator. Daisy is a member. The ruling is binding.

The Written-Only Rule (Again)

If Daisy calls you about a complaint or issue, your line is: "Please put that in writing and email it to me. I want to review it before responding."

You are under no obligation to accept a verbal resolution. Any legitimate provider will respect this.

How Good Customer Service Looks

For reference, here is what telecoms support should look like at a minimum:

Clear channels. One support number, one support email, one ticketing system.
SLA response times. Published and measured — hours, not days.
Named account manager for business accounts. A human who knows your setup.
Ticket ownership. One person owns the issue from start to close.
Out-of-hours support. Emergency contacts for critical business outages.
Proactive updates. The provider tells you about outages before you have to ask.

If your current provider is missing too many of these, it is worth comparing the market.

If You Are Ready to Switch

Good support is one of the top three reasons UK businesses switch B2B telecoms providers. If Daisy's support is costing you time, money or sanity, you are not stuck.

Free Comparison

Use our tools:

Our Own Support Promise

We are rated 4.3/5 on Trustpilot across 1,000+ verified reviews. OFCOM-regulated. Real humans, not chatbots. Named contact. Written responses.

The Exit Plan

See our leave Daisy Communications guide for the step-by-step exit process.

If You Are Not Ready to Switch Yet

Customer service problems are not always a reason to leave. Sometimes, forcing a formal complaint and getting a named complaint handler is enough to reset the relationship. Some reviewers describe this turning the experience around.

Try the formal complaint process first. If it genuinely fails, that is when you know it is time to leave — and you have the evidence you need to leave without an ETF if the service has been materially broken.

Frequently Asked Questions

How do I contact Daisy Communications customer service?

Use the contact details on Daisy's website. For formal complaints, use their published complaints procedure — typically a dedicated email address. Always put disputes and complaints in writing rather than relying on phone calls.

Why is Daisy customer service slow?

Reviewers on uk.trustpilot.com/review/daisycomms.co.uk describe long holds, unfulfilled callbacks, department ping-pong and ignored emails. We report what reviewers publicly state. Your experience may vary.

What if Daisy will not respond to my emails?

After multiple unanswered emails, escalate to a formal complaint using formal language. If still unresolved within 8 weeks, file with CISAS at cisas.org.uk.

Can I demand a named Daisy account manager?

You can request that a complaint be handled by a named individual. Daisy is not obliged to give every account a dedicated account manager, but for formal complaints, insist on single-point ownership in writing.

Should I record my calls with Daisy?

You can — under UK law, you can record your own calls without notifying the other party, provided the recording is for your own use. However, written correspondence is stronger evidence than recorded calls. Always follow up important calls with a written summary email.

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About this article. Claims reported here are attributed to public reviews on Trustpilot and similar platforms. They represent the opinions of the reviewers cited, not statements of fact by Compare The Networks. Brands named may dispute these claims. If you are a brand representative who believes any content requires correction, please contact us.

Daisy Communications Customer Service: Holds, Callbacks & Department Ping-Pong (2026)