At plan.com, we work hard to make sure that things run as smoothly as possible for our customers.
We take complaints very seriously and, if you’re not completely satisfied with the service you have received, a formal complaints procedure has been developed to ensure we address the problem as quickly and efficiently as possible.
If you can’t find what you’re looking for or are unhappy with any part of our service, please tell us. Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.
Our commitment to customers
We make sure that:
- Making a complaint is as straightforward as possible
- We treat your complaint seriously; handling it promptly and in confidence
- If we have done something wrong, we will put it right
- We learn from complaints; they are an opportunity to improve our service to you and our customers in future
How to make a complaint
Our customer service team is in the best position to deal with your complaint and should be the first people you contact. You can contact them by one of the following methods:
Send us an email with full details on your complaint to [email protected]
- From your plan.com mobile – please call 87526
- From a landline – please call 03300 88 18 18
- From abroad – please call +44 3300 88 18 18
Please note, all calls are recorded for quality and training purposes. Calls are free from plan.com mobiles (including when roaming), from plan.com landlines and from plan.com VoIP phones. Calls may be charged from from mobiles on other networks.
Send us a letter with full details of your complaint to:
Plan Communications Limited
2nd Floor IOMA House,
Isle of Man,
Our complaint handling process – what to expect
We’ll send you an acknowledgement of your complaint once received and we’ll start the investigation. Your complaint will be recorded and logged on our system.
Your complaint will be investigated by a member of staff responsible for the service in question. We’ll let you know the resolution within 5 working days of the acknowledgement. If it’s going to take longer, we’ll let you know and keep you updated of its progress.
If you are unhappy after this resolution, you can ask for one of our senior staff members to investigate further. A second resolution should be provided within 3 working days, unless the investigation is delayed.
If you are still not satisfied after speaking with our senior staff, you can request for your complaint to be escalated to our dedicated Customer Resolution Team.
The team will review your complaint with a third and final resolution provided again within 3 working days. Should there be a delay in the investigation, a progress report will be provided.
Dispute resolution with the Ombudsman
If you still feel the resolution is inadequate or if we haven’t been able to sort things for you within eight weeks, the Ombudsman can review your complaint for free.
Please note: unless there is a deadlock situation, the Ombudsman won’t look at cases that are less than eight weeks old.
You can contact the Ombudsman directly at: