Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.
Our Customer Services agents are in the best position to deal with and resolve your issue and should be the first people you contact.
Our agents will respond to you within a maximum time of 24 hours during regular working hours (excluding weekends and holdiays). You can contact them through Contact An Agent.
If after contacting our agents you still feel your issue has not been resolved to your satisfaction then please contact us at the address below to raise your complaint.
Our Customer Relations team will review your complaint ASAP and try to sort the issue out as fully as we can.
Customer Relations will respond to you within five working days. If something comes up that means it may take longer to resolve your issue they will discuss this with you.
To make a complaint you can contact us by emailing us directly to [email protected] or alternatively you can write to us at:
c/o Mobile Telecoms Limited
20-22 Wenlock Road
Please note that it will take longer for the team to receive your letter due to postage time lines so we recommend that you use the email option if possible.
When contacting us please ensure you include the following information as this will help the initial investigation into your complaint:
- Your name and address.
- Your phone number.
- A daytime / alternative contact number.
- A suggestion of what you’d like us to do to put things right.
If you’ve had any previous correspondence relating to your complaint, please send copies of these as well as any names of Managers you’ve spoken to.
If we haven’t been able to sort things out within 8 weeks, then the ombudsman can review your complaint. Unless there is a deadlock situation, they won’t look at cases that are less than 8 weeks old.
You can contact them directly at:
Ombudsman Services: Communications,
PO Box 730,
Phone: +44 330 440 1614
Fax: +44 330 440 1615
Textphone: +44 330 440 1600
For information on your consumer rights you can get free advice from your local citizens advice bureau (CAB), consumer advice centre, local authority trading standards or consumer protection department. You’ll find their contact details in the local telephone directory or ask at your town hall or local authority offices.
You can find more information about our duties and responsibilities on Ofcom’s website: Ofcom for Consumers
Ofcom’s website also contains a section describing our obligations with regards to the complaints from our customers: Customer Codes of Practice for handling complaints and resolving disputes