How to make a complaint

If you're unhappy with an iD product or service and want to make a complaint, please don't hesitate to let us know, and we will do everything we can to put things right.

Contact us via one of the below methods, and our team will work to resolve your complaint as quickly as possible.

Complain to us online

The quickest way to let us know you’re not happy is to raise your complaint with us online.

Click on the button below and fill out a simple form. You’ll then be asked to give us a few more details just so we can make sure we’re speaking to the right person, and then we will ask you for information about your complaint. We will always aim to resolve it with you straight away.

You can have a full record of your conversation emailed to you at the end, which includes the time, date and the name of the person you spoke to.

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.

Our agents are available:

Monday to Friday 9am - 8pm

Saturday, Sunday and Bank Holiday 9am - 6pm

By Phone

You can leave us a message by calling our voicemail line and a member of the team will contact you back within 5 days.

Call us on 0800 049 2402 and provide the below information in your voicemail:

  • Your full name
  • Your iD mobile number
  • Details of your complaint
  • What you would like us to do to put things right
  • The best number for us to call you back on

Do not leave any credit or debit card information in your message.

The voicemail you leave will only be used to help us resolve your complaint and if you want more information about how your data is used, you can read our Privacy Policy.

Please allow 5 days for us to contact you before contacting us again. If it will take longer than 5 days to resolve, we will still contact you within that time to keep you informed of progress.

We’ll aim to resolve your complaint when we contact you back. However, 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.

Post

Raising your complaint online is the quickest way to raise your complaint in writing, but you can also post your complaint to, iD Mobile Ltd, PO Box 686, Salford M5 0PA

Please include the following information in your letter:

  • Your full name
  • Your billing address with postcode
  • Your iD Mobile number
  • You’ll also need to include the name of the bank you have your iD Direct Debit with (or your date of birth or the email address you have registered with iD.)
  • Full details of your complaint
  • What you would like us to do to put things right

This information is to help us locate your account and ensure we’re speaking to the right person.

We will aim to post a response to your complaint with a resolution within 7 days. Please allow time for postage. If it will take longer than 7 days to resolve, we will still contact you within that time to keep your informed of progress. This may be by call so that we can get things sorted quickly for you but do let us know if you’d prefer us not to call you.

Alternative Dispute Resolution

If you have raised a complaint with us and it remains unresolved after eight weeks, or if we’ve sent you a letter detailing our final response to your complaint as we cannot reach an agreement (a deadlock letter), you can refer your complaint to Ombudsman Services: Communications.

Details of how to raise your complaint to the Ombudsman can be found in our Complaints Code of Practice.

iD Mobile Complaints Code of Practice

Most complaints can be easily resolved by contacting our team, but if you would like more information on what you can do if we are unable to reach an agreement, or if it’s been more than eight weeks and we’ve not resolved your complaint, you can refer to our Complaints Code of Practice. If contains more information about how we handle complaints, and your alternative options.

Access our Complaints Code of Practice