How to complain about a mobile phone company
Take your complaint directly to your mobile phone operator before you talk to an ombudsman
As with most complaints procedures, it’s best to go direct to the company you have an issue with.
Most telecoms companies and mobile phone operators publish an official complaints policy or complaints code of practice on their website, so you can see the sort of service you can expect when you raise a complaint.
If you make your complaint using Resolver, our system guides you throughout the complaints process.
Taking the next step
If your complaint with your mobile phone service isn’t resolved in a satisfactory way, you can take your complaint up a level by raising it with an ombudsman. Before you do this you must wait eight weeks before the ombudsman can begin to investigate your complaint.
There are two ombudsmen that cover the telecoms sector - the communications section of Ombudsman Services and an organisation called CISAS (the Communications and Internet Services Adjudication Scheme).
Which ombudsman to go to when you complain about a mobile phone company
The ombudsman you choose depends entirely on whose scheme the company you want to complain about is signed up to. You can find out which companies are signed up with Ombudsman Services here , or see at which work with CISAS here .