Ofcom General Condition C4: Complaints and ADR

Complaints Handling & Dispute Resolution

Compare The Networks is a trading name of Xtra Phones UK Ltd. This page explains how to raise a complaint with us and what happens next.

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, Suite 2, Haughmond View, Shrewsbury Business Park, Shrewsbury, SY2 6LG

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)

For complaints first raised on or after 8 April 2026, you may refer an unresolved complaint to an approved Alternative Dispute Resolution (ADR) scheme after 6 weeks. Complaints first raised before that date retain the previous 8-week threshold. A deadlock letter may allow earlier escalation.

If an approved ADR scheme covers your service, we will identify the relevant scheme and explain how to contact it.

Ofcom

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

See Ofcom's current complaints and ADR guidance for more information.