Code of practice for complaints handling.

If you're unable to find an answer to your question within the FAQs section, and if you still need to raise an issue about Economy Mobile, please see our Code of Practice for Complaints Handling and contact methods for making a complaint and below.

How we will handle your complaint.

We will always try to offer you great service at Economy Mobile and we are really sorry that you wish to make a complaint. Please carefully read the Economy Mobile Code of Practice for Complaints Handling as set out below to ensure you are clear on what happens next when you send your complaint to us:

  1. We take customer complaints very seriously and will always try to resolve complaints in a timely manner. In order to make a complaint, you can either complete the online form below or write to us detailing the full extent of why you are unhappy with the Economy Mobile service.
  2. We will acknowledge your complaint within 14 days of receiving it and a member of the Economy Mobile Customer Service Team will review the full details of why you are unhappy with the Economy Mobile service.
  3. We might involve third party service providers to assist us in resolving your complaint and this may involve us passing details of your complaint on to them.
  4. We will aim to resolve all complaints within 8 weeks from receipt of your complaint.
  5. We will aim to provide an initial response to your complaint within 30 days, depending upon how you contacted us in the first instance. If you are not fully satisfied with our response to your complaint, you can ask us to reconsider your complaint and we will escalate the matter to a manager who will have another look at it.
Contact us online

To help us deal with your complaint, please provide us with:

  1. A) details of the issue giving rise to your complaint and;
  2. B) any contact you have had with Economy Mobile so far.

Our team can be contacted in the following ways: 

  • You can use this online form to provide us with the details of your complaint in writing.
  • If you would prefer to make a complaint about Economy Mobile over the phone, please call us free from a landline on 03331039063 or 500 from your Economy Mobile.

An Economy Mobile colleague will ask you about the nature of your complaint and seek to resolve the problem while you are on the line with us. If this is not possible in a timely manner over the phone, they will agree a future course of action with you. If you are not happy after speaking an Economy Mobile colleague, you can initiate the Economy Mobile complaints procedure by writing to us via either one of the following channels.

Write to us

If you would like to write to us, please contact us at:

Economy Mobile Limited

 

10th Floor,

Friars House,

Manor House Drive,

Coventry

CV1 2TE

 

Please remember to include your name, address and a contact number; Economy Mobile number if available; and details of your complaint.

 

Escalating complaints to Ombudsman Services

Economy Mobile is a member of the Ombudsman Services who can be contacted after 8 weeks of us receiving your complaint. If we are unable to resolve your complaint within the 8 weeks, we will notify you of this and share details of our Ofcom-approved ombudsman to whom you can refer the complaint further. The Ombudsman Service is independent and is free to use:

Details of the Ombudsman services are also set out below:

Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Telephone: 0800 440 1614

Web Page:  http://www.ombudsman-services.org/communications