Talkmobile Customer Complaints Code of Practice
This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.
How to get in touch
If you're not happy with our service and would like to complain, you can contact us via:
How we handle your complaint
The Help Team adviser will try to resolve it all the first time you contact us, and will involve their Team Leader if necessary.
If you’re not happy with the response you receive you may ask for the matter to be referred to a Senior Manager for further investigation. If a Senior Manager is not immediately available to take your call the Team Leader will arrange a call back from the Senior Manager and inform you of a timescale within which you will receive the call.
If you are not happy with the response you receive from the Senior Manager, they’ll pass the issue to our Customer Relations team to own. They are specialists in resolving complaints.
We’ll do everything we can to get it all resolved within 5 working days. If it takes longer, we’ll give you updates at least once a week.
If after eight weeks we still can't resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.
You can find out more on their website at www.ombudsman-services.org/contact-us-communications or call them on 0330 440 1614 or fax them on 0330 440 1615.
Alternatively you can write to:
- Ombudsman Services Communications
- PO Box 730
- WA4 6HL
You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we're taking steps to resolve your complaint and expect it to be resolved in a timely manner.
Referral to Ombudsman Services Communications can be refused if the complaint is resolved, malicious or outside their remit.
If you need to receive this document in a different format, such as in large print or Braille, you can call 5888 from your Talkmobile handset or 0333 304 8064 from a landline.