What is the complaints procedure at Talkmobile?

If you are unsatisfied with the way in which Talkmobile have treated you as a customer, you can choose to make a complaint.

A member of the team should usually be able to solve any problem you have straight away, but there are instances in most companies where you will come away from the phone feeling more unsatisfied than you were before.

How to complain

You can complain online via Webchat or if you currently have a phone with Talkmobile you can call them for free on 5888, or on 0333 304 8064 (charges apply) if not.

Once the company have received any correspondence about your complaint they aim to get back in touch within 48 hours to discuss it.

Your initial contact with the company will be with a help team adviser who can involve a team-leader if it’s necessary to. If you are unsatisfied with the response you can request the matter be taken up with a Senior Manager for further investigation, but if they aren’t immediately available then will arrange a call back.

If you are still unhappy with the reply the Senior Manager will pass the issue onto the Customer Relations team who specialise in resolving issues and will aim to do so in 5 working days. Talkmobile will inform you of any updates at least once a week if it takes longer than this.

How do I take the complaint further?

If you have waited eight weeks for your complaint to be dealt with and remain frustrated, you have a right to refer the problem to the independent Alternative Dispute Resolution service.

If you wish to have your dispute dealt with by the company before eight weeks, the company can insist that their process is followed if they are investigating your complaint and expect it to be fixed quickly and efficiently.

As provided by Ombudsman Services Communications, the company will look into the complaint free of charge, as long as it in their remit. If the complaint has been previously resolved, is malicious or doesn’t fall under their remit they have a right to refuse the referral.

You can find more information here or by calling them on 0330 440 1614.

You can also write to:

Ombudsman Services Communications

PO Box 730