4 weeks to respond to a customer query who was having issues with dropped calls? Excuse was "we were managing the merge with OneCom" (who are dreadful anyway). Totally unacceptable.
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See what reviewers are saying
the communications between the cancellations team and our sales account manager is effortless. Its good that within the departments there is an easy way for them to communicate with each other. I rea... See more
As a company we've been with Gradwell for about 15 or so years - possibly longer. In the past year or so I've spoken to Josh as our account manager and he's super responsive and helpful; goes above an... See more
Company replied
Innocent change! We made what looked like an innocent change to the voicemail message and a different message appeared. After some working through both ends of the system Ben (the Gradwell tech suppor... See more
Company replied
Company details
Written by the company
We help the UK's growing businesses communicate better. Our cloud phone systems were created specifically for the UK's SMEs. We help design and build powerful communications systems to help them support their customers, stand out from the competition and grow their business.
Contact info
Ground Floor, Trimbridge House, Trim Street, BA1 1HB, Bath, United Kingdom
- 01225 800 888
- info@gradwell.com
- gradwell.com
4.1
Great
460 reviews
Replied to 25% of negative reviews
Typically replies within 48 hours
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4 weeks to respond to a customer query…
4 weeks to respond to a customer query who was having issues with dropped calls?
Excuse was "we were managing the merge with OneCom" (who are dreadful anyway). Totally unacceptable.
10 April 2026
Unprompted review
The customer Service operative was understanding, sympathetic and very efficient
The customer Service operative was understanding of a very difficult situation and was sympathetic to our requirements.
The situation was resolved very quickly and with the minimum of fuss.
9 April 2026
Unprompted review
Great service & setup
Great service & setup. Handy tools, simple set up.
1 April 2026
Unprompted review
customer service is good.
the communications between the cancellations team and our sales account manager is effortless. Its good that within the departments there is an easy way for them to communicate with each other. I really like Amie our account manager, who has a high level of integrity, and helped us migrate from our 100mb lines to 1000mb line. I didnt have to jump through red tape to get info and responses, Amie our account manager is very easy to talk to and message on teams.
17 February 2026
Unprompted review
Tech support non-existent
Tech support non-existent. Not sure what has gone wrong as they used to be really good and reply within a day or so. My latest issue is currently nine days without a reply.
4 February 2026
Unprompted review
Support from Ziri
Ziri, was very professional and solved our issue with ease. He stayed on the line until he knew that the our system was running correctly.
8 January 2026
Unprompted review
awful customer service
awful customer service, very rude & patronising.
Didnt receive support when required.
Wasted two weeks of our time.
27 November 2025
Unprompted review
Had several years of service from…
Had several years of service from Gradwell, can highly recommend.
22 November 2025
Unprompted review
Great customer support provided by…
Great customer support provided by Riley Phillips in the support team, managed to resolve the issue with patience and perseverance clear concise instructions and dealt with professionalism
14 November 2025
Unprompted review
Slick operations
As good as I can realistically hope for a company to be. Responses are generally fast and you always get to speak to real people, based in the UK.
The people know what they're doing and you get to know the team (and they get to know you), rather than deal with someone different every time. This means you tend to get resolutions faster after a while as they will learn your nuances.
There are some rare times where they have dropped the ball (usually due to someone being off so a communication was missed), but they deal with those instances well so I've never had a major issue. The overwhelmingly good customer service makes this a 5/5.
7 November 2025
Unprompted review
Brilliantly responsive to urgent request
I called this company with an urgent problem and they were incredibly responsive, and were able to solve it straight away.
Customer service at its best, thank you!
24 October 2025
Unprompted review
Phone amendment request
Request made to Gradwell via email. Prompt response asking me to submit some information - issue then resolved effectively and efficiently.
3 October 2025
Unprompted review
Poor customer service especially from…
Poor customer service especially from lisa, raised a case due to faults on their outbound in writing, gave clear date and time stamps not that they were needed given ALL outbound calls failed! Took them over a day to respond and ask for timestamps which were already provided.
I was shocked. even AI chat bots give better template scripted response and dont make you wait 24 hours without a phone service for the privilege.
Disappointed as a customer of over 15 years....
14 August 2025
Unprompted review
Reply from Gradwell
At Gradwell, we have always prided ourselves on the relationships we’ve built with our customers — many of whom have been with us for over a decade. We know that trust comes from listening, responding quickly, and doing everything we can to resolve issues when they arise.
But we also know that in moments of stress or frustration, words can sometimes go too far. Last week, members of our team were subjected to a tirade of abuse while simply trying to help. As a leadership team, we stepped in to support them and made it clear: we will always protect our staff from intimidation or harassment.
To be absolutely clear — we are here to serve, to support, and to solve problems. But abuse has no place in that process. When it occurs, we will disengage, and if it continues, we will not hesitate to terminate services. Respect is a two-way street, and our people deserve the same professionalism they strive to show every day.
We say this not to point fingers, but to draw a line in the sand that we hope resonates beyond just our company.
To our customers who continue to challenge us constructively, thank you. Your feedback drives us to improve. To our colleagues who stand on the frontline of support every day, we are proud to stand with you.
Together, we can make sure that progress is powered not just by technology, but by mutual respect across the board.
— The Gradwell Leadership Team
I have been with Gradwell for many…
I have been with Gradwell for many years. The service provided has always been excellent and good value. When I've needed to make changes, had questions, or, very very rarely, had a problem the response and follow up has been first class
6 August 2025
Unprompted review
Joseph Rodriguez was very helpful when…
Joseph Rodriguez was very helpful when I did not have any internet and he transferred our work line to my mobile very quickly. Very friendly and helpful. Thanks Joseph for all your help
14 July 2025
Unprompted review
Great smooth service so far!
Just moved over to Gradwell using the Wave phone system. Great smooth service so far!
10 June 2025
Unprompted review
Reply from Gradwell
Hello, Thank you for your great feedback!
Always helpfull
Always answer the phone and ready to help when we need it. We are a large MAT many schools and we help help fast and Gradwell supply. A++
10 June 2025
Unprompted review
Reply from Gradwell
Hello, Thank you for your great feedback!
I have been with Gradwell for 20 years…
I have been with Gradwell for 20 years + and it's always refreshing to get a positive personalised professional response to queries / tech issues / accounting.
Keep it going!
29 May 2025
Unprompted review
Reply from Gradwell
Hello, Thank you for your great feedback!
Excellent service and Support
I have been with Gradwell now for about 5 months and I have been extremely impressed with the level of customer service and support we have received.
We have a 3CX hosted server, SIP trunk and several WAVE VoIP servers.
We have a dedicated account manager, who is always on hand to assist, as well as access to responsive, professional and knowledgeable provisioning and support staff.
I was dubious taking on yet another VoIP provider, but Gradwell have turned out to be significantly better than our other suppliers.
Highly recommended.
14 May 2025
Unprompted review
Reply from Gradwell
Hello, Thank you for your great feedback!
Great product abominable customer support
I've been a customer for 20+years before most even knew what VOIP was! The gradwell product is great. However customer service/support is the exact opposite. When it works great, but when there is a technical or other problem, it's an absolute nightmare!
If it's business critical for customers to be able to reach you on the phone then please stay away as bottom line it's going to have a very negative impact on your own customer service delivery.
For me it's not been business critical, but I've already started the process of migrating away. Long over due, so you could say I have only myself to blame
25 April 2025
Unprompted review
Reply from Gradwell
Hi John,
Thank you for taking the time to share your feedback with us. I apologise for any frustration or inconvenience this may have caused.
Your feedback has been duly noted, and I have forwarded it to the appropriate management channel for review and consideration.
In addition, If you could forward the email you sent to escalations@gradwell.com, I can make sure this is prioritised and actioned accordingly.
Once again, thank you for bringing this matter to our attention. Should you have any further questions or concerns, please feel free to reach out to our support team.
Kind Regards,
Gradwell
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