Ombudsman Complaint Procedure
Our complaints process
If something goes wrong, we’ll do everything we can to make it right. If you’d like to raise a complaint with us, or you’d like an update on an ongoing complaint, you can find more information about our complaints handling process below.
Something Not Right?
We're sorry to hear that you’re looking to raise a complaint but we’re thankful for you taking the time to reach out to us. We always want to be made aware of any issues so that we can correct them for you and for others too.
We'll do all we can to resolve your complaint quickly by:
· Working to understand what went wrong/what caused your complaint.
· Fixing any errors/issues that become apparent from the complaint.
· Explaining the cause of the issue to you as well as what happens next.
Our aim is to reach a mutually acceptable solution as soon as possible. However, sometimes these things can take a little longer. If that’s the case, we'll keep you updated along the way and let you know what we are doing to address your complaint.
Raising a Complaint
Step One: Get in touch
with the details of your complaint at any time and we will aim to respond to you within 5 business days.
If you prefer, you can write to us at:
Customer Service Department, Mobell Communications Ltd, The Winding House, Walkers Rise, Rugeley Road, Hednesford, Staffordshire, WS12 0QU, United Kingdom.
No matter how you get in touch with us, we ask that you provide us with:
· Your Account Number or Contract Number – this information can be found in your Mobal MyAccount.
· Information regarding the issue that caused your complaint.
· The impact the issue is having/has had on you.
· Your preferred resolution.
Using this information, one of our specialists will register the complaint on your account. If we can fix the issue immediately, we will. If we can’t resolve the issue right away, then we will give you a timeframe in which we will work to resolve your complaint.
What Happens Next
We’re certain one of our specialists will be able to resolve your complaint for you. However, if you’re unhappy with the resolution offered to you, and wish to take your complaint further, please see step two.
Step Two: Making a formal complaint
As we are a UK registered company, we are legally obliged to be registered with the Communications Ombudsman. The Communications Ombudsman is a free and independent service set up to regulate and resolve complaints between customers and UK-based communication providers.
We’re positive we'll be able to solve your issue directly for you, however, if you are still unhappy 8 weeks after giving us the chance to resolve your complaint, you can refer the matter to the Ombudsman. Alternatively, we may refer you to the Ombudsman if we believe we will not be able to resolve the matter satisfactorily for you within 8 weeks.
You can get in touch with the Ombudsman by phone on +44 (0)330 440 1614; by email at firstname.lastname@example.org; through their website at www.commsombudsman.org; or you can write to them at Ombudsman Service: Communications, PO Box 730, Warrington, WA4 6WU, United Kingdom.
The Ombudsman is a free independent service, and they will undertake a full review of the complaint.