We aim to provide an accurate and helpful service. If something has gone wrong, we want to hear about it.
Complaint about your mobile network or a purchase? Your contract is with the network or retailer, so please complain to them directly. We can't access or change your account. If it's not resolved after eight weeks, you can use your network's approved Alternative Dispute Resolution scheme — see Ofcom's website.
How to complain to us
- Email:
- Phone:
- Post:
Please tell us your name, how to contact you, what went wrong and what you'd like us to do.
What happens next
- We'll acknowledge your complaint within 3 working days.
- We'll investigate and send a full response within 14 days. If we need longer, we'll tell you why and when to expect an answer.
- If you're not satisfied, you can ask for a review by a senior member of our team, who will respond within a further 14 days.
If you're still unhappy
For concerns about how we've handled your personal data, you can contact the Information Commissioner's Office (ico.org.uk). For concerns about our advertising or pricing information, you can contact the Advertising Standards Authority (asa.org.uk) or Citizens Advice consumer service.