iD complaints procedure

At iD, we want to give you the best possible service at all times. If you’re ever unhappy about anything, we’ll try our hardest to sort it out for you.

If you’ve got a problem, try visiting our online Help & Advice section, where you’ll find answers to the most common questions that our customers are asking us.

Hopefully you’ll find the advice you’re looking for, but if you don’t, please feel free to contact us and we promise we’ll do our best to help. We know that sometimes a quick chat about an issue is enough to sort it out, so we’re happy to talk about any problem you might have.


If you have a complaint

Our Customer Service teams are best placed to help with any questions you couldn’t find answers to online, and to manage any complaint you may have. We’ll do our best to solve your problem, but if you’re still unhappy please tell us by following our complaint handling process below. Give them as much detail as you can about what’s gone wrong, and they will investigate your complaint and try and put things right for you.

  • Email us at complaint@idmobile.co.uk or call our customer support line - dial 7777 from your iD mobile for free or 0333 003 7777 from any other phone (call charges may vary). Tell us that you wish to make a complaint, and give us as much detail as possible.

  • If you choose to email us, please quote your full name, billing address with postcode, your iD mobile number and the name of the bank your iD direct debit is with. This is just to help us locate your account and ensure we’re speaking to the right person.

    We may want to call you to discuss your complaint so we can get things sorted quickly for you, but do let us know if you’d prefer us not to.

  • Due to the complex nature of some complaints it may take some time to work out a solution, but we will work hard to resolve your complaint as quickly as possible. For every case we’ll agree a course of action with you, give you a complaint reference number, and keep you updated throughout the process.

In the rare event we are unable to agree an amicable resolution to your complaint we will write to you informing you of our final response. This is sometimes referred to as a Deadlock letter. At this point you can choose to refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications.

Or, if we do not write to you with a deadlock letter you can still refer the issue if after eight weeks from the date of the original complaint, we still can't resolve the complaint to your satisfaction. Provided your complaint is in their remit, they will investigate your complaint free of charge.


Referral to the Ombudsman Service: Communication

iD is a member of the Telecommunications Ombudsman Scheme. This is an independent service that tries to resolve complaints where customers and communication companies can't come to an agreement.

In the rare event where we have not been able to agree a resolution within 8 weeks of your initial complaint, the Ombudsman can look into your complaint for you.

They will not look into the complaint before 8 weeks, unless you have been issued a ‘deadlock letter’. This is a letter from us detailing the complaint you have raised and our final response. If we're still working on a solution, expect to resolve the complaint or recognise that your complaint falls outside the Ombudsman’s responsibilities we won't send a deadlock letter. These letters are only issued in cases where we’ve fully reviewed your complaint and our handling of your complaint throughout, and are still unable to reach an agreement with you.

You can contact the ombudsman as follows:

Phone: 0330 440 1614

Textphone: 0330 440 1600

Post:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Email: enquiries@os-communications.org

Website: www.ombudsman-services.org/communications.html

If the ombudsman decides your complaint is justified, then iD will honour this decision. We’ll put things right and resolve your complaint based on the ombudsman’s recommendations.

Alternatively you can submit your complaint via the Online Dispute Resolution platform, which can be found at Alternative Dispute resolution