At Plan, we always try to make sure things run as smoothly as possible for our customers. If you have a problem you may find the quickest way to get the answers you need online – check out our ‘FAQs’ section.
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.
If You Have a Complaint
Our Customer Service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by web, phone, or letter.
From your Plan Mobile – please call 87526
From a Landline – please call 03300 88 18 18
From Abroad – please call +44 3300 88 18 18
Monday to Friday - 9am to 7pm
Plan Communications Limited
2nd Floor, IOMA House
Isle of Man IM1 1AP
We'll look into your complaint immediately and aim to sort the issue out as fully as we can within 5 working days. If something comes up that means it may take longer than this we’ll discuss this with you. If you're unhappy with our decision, ask for one of our team managers to investigate further.
We hope that we will have been able to sort out any problems by this stage. However, if you're still not satisfied after speaking to one of our managers and you'd like an impartial review, ask them how you can get in touch with our dedicated Customer Resolution Team
You will need to provide:
- Your name and address
- Your mobile and account numbers
- Your preferred contact number
- A suggestion of what you'd like us to do to put things right
- If you've had any previous correspondence relating to your complaint, any names of supervisors and managers you've spoken to.
The team will review your complaint within 3 working days.
If we haven’t been able to sort things out within eight weeks, the ombudsman can review your complaint for free. Unless there is a deadlock situation, they won’t look at cases that are less than eight weeks old. Contact them directly at:
Ombudsman Services: Communications
PO Box 730
Phone: 0330 440 1614
Textphone: 0330 440 1600
Email: [email protected]