Talkmobile Complaints Procedure

This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

We understand that faults can occur, and when they do, we want to correct them quickly. We provide a comprehensive complaint handling process to solve your problem as soon as possible. If you wish to make a complaint please contact us. Contact details and opening times for Talkmobile Customer Services are provided below

When you call us, a customer service adviser will note the details of the problem and will agree a course of action with you. Due to the complex nature of some queries, a little time may be taken to work out a resolution.

If you are not happy with the response you receive you may ask for the matter to be referred to a manager for further investigation. If a manager is not immediately available to take your call the adviser will arrange a call back from the 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 manager you may ask for the matter to be referred to a senior manager. The senior manager will be given all the details of your complaint to look into. If the senior manager feels they can offer a different resolution they will arrange for the new resolution to be discussed with you.

In the rare event we are unable to agree an amicable resolution to your complaint we will write to you informing you of our final response. This is sometimes referred to as a Deadlock letter. At this point you can choose to refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications.

Or, if we do not write to you with a deadlock letter you can still refer the issue if after eight weeks from the date of the original complaint, we still can't resolve the complaint to your satisfaction. Provided your complaint is in their remit, they will investigate your complaint free of charge.

Referral to the Ombudsman Service: Communication

Talkmobile is a member of the Telecommunications Ombudsman scheme, which provides a free, independent, service to help sort out complaints when customers and communications companies can't agree. The Ombudsman Services: Communications investigates complaints fairly, listening to both sides of the story and looking at the facts. If the Ombudsman decides your complaint was justified Talkmobile will honour this decision and put things right for you. To find out how the service works and what it covers, you can download a 'Quick Guide' to Ombudsman Services: Communications from their website below or call them on the numbers provided. The scheme provides a straightforward alternative to legal action.

Phone: 0330 440 1614

Textphone: 0330 440 1600

Post:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Email: enquiries@os-communication.org

Website: www.ombudsman-services.org/communications.html

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 malicious or outside their remit.

Need A Little Extra Help?

If you wish to discuss any special telecommunications requirements you may have (such as larger print bills) then please contact our customer services team and we will accommodate your requirements where possible.

Talkmobile Customer Service Contact Details

Our customer service representatives are able to help with all your queries on 0870 071 5888 at the following times:

Monday to Friday 8am to 7pm

Saturday 9am to 6pm

Sunday & Bank Holidays 10am to 5pm


The quickest way to have your query answered is by calling us. Alternatively you may complete a Contact Us form on our website www.talkmobile.co.uk , or email us at queries@talkmobile.co.uk .

You may also write to us at:

Talkmobile Ltd
PO Box 347
Unit 19
Southampton
SO30 2PZ


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