We’re always here to help, even at the most difficult of times. There are two official stages you can take to making a more formal complaint.

STAGE 1 – CONTACT US!

Depending on the complaint type, we’ll normally get back to you within 5 working days from your communication being received and we’ll do our best to resolve all complaints within 28 days. You can contact us by phone, letter or direct email.

When doing so, please include as much of the following information as it will help us speed things up:

• Your full name
• Your full postal address
• Your talk home mobile number
• Details of your complaint
• What you’d like us to do to put things right
• An alternative daytime contact number

We might need some additional account info depending on the nature of the complaint.

You can call us between 9am to 5pm Monday to Friday. Charges may apply when calling from your phone, check your price plan or non-standard price guides to find out.

Please remember that calls may be monitored and recorded for training purposes. Dial 579 free from a Talk Home Mobile SIM or call 03309937339 where charges may apply.

If you are not satisfied with our response, you can ask for us to reconsider your case through an escalation process. You have the option to firstly discuss the issue with a Team Leader/Manager who will try find an amicable outcome as quickly as possible. If your complaint still isn’t resolved, you can then escalate this to our head of customer relations where a further five working days are normally taken to try resolve the matter.

Over the phone is the quickest way to resolve your complaint however if you prefer you can also raise a complaint by sending a letter to 50 Shad Thames, London SE1 2LY, UK or emailing us directly at hellotalkhome@nowtel.co.uk

Note: If you email or send us a letter, please do not submit sensitive or personal information such as account security answers or payment information. If we have not heard back from you within 28 days from our last contact date, we will consider the complaint closed. We will of course, try to get in contact with you to resolve the issue before 28 days have passed.

STAGE 2 – NOT HAPPY WITH THE OUTCOME?

You can get independent advice from the Citizens Advice Bureau, Consumer Advice Centre and Trading Standards. Whilst we’re happy to work together with the above independent organisations, if you decide you need their help to resolve your complaint, we would always want you to come to us first, as most problems can be resolved quickly this way.

Contact Ombudsman Services

If after contacting us we have not resolved your complaint within 8 weeks or if there is a deadlock situation, you may refer your complaint to Ombudsman Services, free of charge. Deadlock arises when we believe we have done everything we can to resolve your complaint but can’t reach an agreement with you. You must have followed our escalation process before you can request a deadlock and we will be unable to send a deadlock letter if we are still working to resolve your complaint or if your complaint falls outside the remit of Ombudsman Services. Ombudsman Services is an independent dispute resolution scheme, approved by Ofcom. Please ensure that you read Ombudsman Services guidelines to ensure that your complaint satisfies the conditions for referral. Details of the service are available by contacting Ombudsman Services directly: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU Tel: 0330 440 1614
Website: https://www.ombudsman-services.org/complain-now

Ofcom

As the communications regulator – Ofcom are there to ensure, among other things, that all Communication Providers have a Complaints Process in place which meets certain criteria. Ofcom don’t investigate individual complaints on behalf of the consumer or adjudicate, but they can provide guidance on the complaints process.