Complaint Resolution Procedure

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, we have a formal complaints procedure in place 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 means we can improve our service to you and our customers in future.

How to get in touch

If you want to make a complaint you can contact us using one of the methods outlined below. Regardless of how you contact us, please make sure you include as much detail as possible, including your name, the name of the business, account number or the telephone number of the service you are making a complaint about

If you can’t raise a complaint yourself, you can ask someone with access to your information to do it on your behalf. If you’d like a free paper copy of this Complaints Code, you can request one at any time. You may also request for a copy in braille, large print or audio CD as required.

By email

Send us an email with the full details of your complaint to [email protected].

By Telephone

From the UK: 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). Calls may be charged from mobiles on other networks.

By Post

Send us a letter with the full details of your complaint to:

plan.com Complaints Department
Room 8, Crown House
2 Southampton Road
Ringwood
BH24 1HY

or:

plan.com Complaints Department
No.5 Victoria Street,
Douglas,
Isle of Man

IM1 2LR

What we will do

Once we receive your complaint, we will register it on our systems and send you an acknowledgement within 2 working days with a unique reference number that will then be used throughout the process.

One of our team will use the details you have provided to investigate the matter and we will try to identify how best to resolve any issue.

We aim to respond to your complaint within 10 working days, however, some issues need further investigation and as a result, require extra time.

We will endeavour to keep you informed if it takes any longer and if it does we will update you every 10 working days.

When we respond we will set out our understanding of the issue and any proposed resolution. If you are happy with the proposed resolution, we will mark the complaint as closed.

We can only close your complaint if you have confirmed you are happy that your issue has been satisfactorily resolved. Alternatively, we will also mark your complaint as resolved if you do not respond to us for 28 days or more.

If you are still unhappy

If after we have proposed a further resolution, you are still not happy, you can escalate your complaint to a Team Leader.

The Team Leader will undertake a second review and consider whether there is any alternative resolution possible.

If after the Team Leader has notified you of their conclusion, you feel you are still not happy, we will inform you of your rights to take your complaint to the ADR Scheme (details below).

Alternative Dispute Resolution If either (i) six weeks have passed from the date we received your complaint; (ii) or we have reached a point where we can no longer find a resolution that works for both parties, we will inform you of your rights to take the unresolved complaint to Communications Ombudsman, who is the Alternative Dispute Resolution Scheme to which we are registered.

Communications Ombudsman

This service is free of charge and we are bound to comply with the decisions of that scheme.

You can contact the Ombudsman directly at:

Communications Ombudsman:
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614

Fax: 0330 440 1615

Textphone: 0330 440 1600

Web: www.commsombudsman.org/how-we-can-help
Email: [email protected]