COVID-19 update (27th April 2020, 9:00): find out here what we're doing to support our customers and staff.

COVID-19 Customer Complaints Update

Update: 26th March 2020, 15:00

Due to COVID-19 (coronavirus) and advice from national governments where our support teams are located, we are currently operating a very reduced service. Customer complaints will take longer than usual for us to respond to, and you will be unable to call us to register your complaint. Please find other contact methods below.

If you simply need help, please use our iD Community where you can browse helpful content or post your own question. If you need to manage your account, there are loads of great features in the free iD Mobile app or online at My Account

iD Mobile Complaints Procedure

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.


Live Chat

The quickest way to let us know you’re not happy is to chat with our Live Chat agents here: www.idmobile.co.uk/help-and-advice/contact-us

Click on ‘Chat to us’ and give us as much information as possible about your complaint, and we will aim to resolve it within the chat.

If your complaint requires further investigation, we’ll contact you back with a resolution. You can have a transcript of the chat emailed to you at the end.

Our Live Chat agents are available between 9am - 8pm Monday to Friday, and 9am - 6pm Saturday and Sunday.


Call

We're sorry, but to keep our colleagues safe, and on the advice issued by government and health organisations, we have had to close the call centre. You won’t be able to speak to an agent on the phone to raise your complaint, so if you are vulnerable and in urgent need of assistance, please use Live Chat.


Email

Although talking to our Live Chat team online is the quickest way to raise your complaint in writing, if you prefer, you can send your complaint to complaint@idmobile.co.uk.

Please include your full name, your billing address with postcode, and your iD Mobile number. If you’re not emailing us from the same address you’ve got registered with iD, you’ll also need to include the name of the bank you have your iD Direct Debit with.

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

We will aim to resolve your complaint within 7 days. 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.


Post

Talking to our Live Chat team online is the quickest way to raise your complaint in writing, but you can also post your complaint to the following address:

iD Mobile Ltd, PO Box 686, Salford M5 0PA

Please include your full name, your billing address with postcode, your iD Mobile number, and 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.) This is just 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