When you make a complaint, we will log the details of your complaint under a unique reference.
We will ask you for as much information as possible, and we will aim to resolve your complaint straight away.
If we need to spend more time investigating your complaint after our initial conversation, we will need to contact you again, with the aim of reaching a resolution with you.
Most complaints which cannot be resolved within the initial conversation, can be resolved within 7 days.
If we think it will take longer, we will keep you informed of the progress. In all cases, we will endeavour to contact you within 7 days. We may contact you by phone and by SMS.
If you would like to register your complaint over the phone, you can contact our Complaints Team on 0800 049 2402.
The advisor will ask for the details of your complaint and will issue a unique complaint reference number.
We will aim to resolve your complaint on the call, but if we need to spend more time investigating your complaint, we will contact you back with the aim of reaching a resolution with you.
Most complaints which cannot be resolved within our initial conversation can be resolved within 7 days.
If you contact us by post, we will log your complaint under a unique reference, and we will investigate your complaint.
In most cases we will be able post a letter to you with a resolution within 7 days of receiving your letter (please allow time for postage).
It’s important that you include all the details we’ve asked for within your letter so that we can get working on your complaint right away, without the need to contact you for more information. For details on what information to provide, please refer to our Complaints Procedure here. If it will take more than 7 days to resolve, we will still endeavour to inform you of our progress within that time.
We may call you so we can get things sorted quickly for you, but if you prefer us not to call you, please let us know in your letter.
We will always try to reach an agreement with you that you are satisfied with, however if you have made a complaint using our Complaints Procedure and have been given a resolution you are not satisfied with, you can ask us to review your complaint again. This may include escalating to a manager where necessary, or upon your request.
Your complaint will be given a full and final review, taking into consideration all information you’ve given us and our handling of your complaint, and we will confirm a resolution. If you remain unhappy after we’ve reviewed your complaint, we will put our final resolution in writing to you. This is known as a Deadlock letter. You may wish to contact our Ombudsman with this information if you would like them to review your complaint.
The Communications Ombudsman is an independent, free of charge dispute resolution scheme, approved by Ofcom. They will consider the information provided by both you and us and work to help resolve your complaint. If you contact them, they will first assess whether your complaint falls within their remit to investigate.
You may choose to contact the Communications Ombudsman with your complaint if:
If you have raised a complaint with us through our complaints procedure and you remain dissatisfied with our resolution after we’ve carried out a full and final review, we will confirm our final position to you in writing.
This written confirmation is known as a Deadlock Letter. You can provide this letter to the Communications Ombudsman if you would like them to independently review your complaint.
Where we issue a Deadlock Letter because you are not satisfied with the resolution offered, you do not need to wait for the full six (6) week period before contacting the Communications Ombudsman. Once you receive a Deadlock Letter, you may refer your complaint to the Ombudsman within 12 months of receiving your Deadlock Letter.
If we're still working on a solution, reasonably expect to resolve your complaint, or identify that your complaint falls outside the Ombudsman’s responsibilities, we won't issue a Deadlock Letter.
You can contact the Communications Ombudsman using any of the following methods:
Online: www.commsombudsman.org/contact-us
Email: [email protected]
Phone: 0330 440 1614 (Monday to Friday, 8am to 6pm. Closed on Weekends and Bank Holidays)
Post:
Communications Ombudsman
P.O. Box 730
Warrington
WA4 6WU
If you require a copy of our Complaints Code of Practice in printed form or in an accessible format, please contact our Customer Services team. A full range of available contact methods can be found at www.idmobile.co.uk/contactus