Ofcom General Condition G22

Complaints Handling & Dispute Resolution

Compare The Networks (a trading name of Xtra Phones UK Ltd) is an OFCOM regulated telecommunications provider. Under General Condition G22, we are required to have a clear and effective complaints handling procedure.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us:

• Phone: 01743 598025 (Monday to Friday, 9am - 5pm)
• Email: complaints@comparethenetworks.com
• Post: Complaints, Xtra Phones UK Ltd, Unit 3, Battlefield Enterprise Park, Shrewsbury, SY1 3FE

Our Process

• We will acknowledge your complaint within 2 working days
• We aim to resolve complaints within 10 working days
• If we need more time, we will keep you updated on progress
• You will receive a written response with our findings

Alternative Dispute Resolution (ADR)

If your complaint has not been resolved within 8 weeks, or if you have received a “deadlock letter” from us, you have the right to refer your complaint to an approved Alternative Dispute Resolution (ADR) scheme.

As an OFCOM regulated provider, we are a member of an approved ADR scheme. You can contact the relevant ombudsman service free of charge to have your complaint independently reviewed.

OFCOM

If you believe we are not complying with OFCOM's General Conditions, you can contact OFCOM directly. OFCOM does not handle individual complaints but uses complaint data to monitor compliance.

Visit ofcom.org.uk for more information.