Grosvenor House, Hollinswood Road, Central Park, Telford, TF2 9TW
01952 897 030 help@yourmobile.com

Yourmobile.com Complaints Escalation Process

Yourmobile.com are an independent company that deliver communications services to business customers.

While we may not provide all the component parts of our service ourselves, we do take responsibility for services provided to our customers. So we will liaise with our suppliers to ensure that any problems with their services are resolved as promptly as possible.

Yourmobile.com has in place a structured complaints escalation process for customers who wish to make a complaint in relation the service provided.

In order to obtain a copy of yourmobile.com Complaints Handling and Dispute Resolution please email help@yourmobile.com or contact client services on 01952 897 030.

Stage 1
Any customer complaints relating to our service should be made in the first instance to our Client Services team, who will make all reasonable endeavours to resolve any complaints raised.

Complaints can be raised by calling 01952 897 030, emailing help@yourmobile.com or by writing to Client Services, yourmobile.com, Grosvenor House, Central Park, Telford, Shropshire, TF2 9TW.

Stage 2
If you remain dissatisfied with the resolution offered by client services, you can request that the complaint is escalated by calling us on 01952 897 030 or emailing executive@yourmobile.com, or by writing to Executive Office, yourmobile.com, Grosvenor House, Central Park, Telford, Shropshire, TF2 9TW.

Stage 3
Any unresolved complaints will be transferred to Director Level, who will conduct a thorough investigation of the complaint and provide a formal written statement to the customer within 28 days of the complaint being transferred to the Director Level.
This process may include speaking to you the customer to document the course of events that led to the complaint and request any documentary evidence from the customer or third parties, to assist with their investigations.
Once a complaint is at Stage 3, you will be contacted directly by a Director and contact details provided to you.

Stage 4
If you consider that we have not been able to resolve your complaint satisfactorily, and 8 weeks has elapsed, or you have received a letter or email from us saying that we have now exhausted our internal complaints procedure, you may make a complaint to Ombudsman Services: Communications, of which yourmobile.com is a member company.

Ombudsman Services: Communications is an independent alternative dispute resolution scheme, whose contact details are as follows:

Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU
Telephone: 0330 440 1614
Facsimile: 0330 440 1615
Textphone: 0330 440 1600
Email: enquiries@os-communications.org
Website: www.ombudsman-services.org