At plan.com, we take complaints seriously and are committed to resolving them fairly, transparently and as quickly as possible. If something hasn’t gone as expected, please let us know so we can investigate and put things right.
This procedure covers two kinds of complaint: complaints about our products and services, and complaints about how we handle your personal data. You don’t need to use any special wording for either, and you can use any of the contact routes below. We’ll recognise your complaint, log it and take it from there.
What happens when you raise a complaint
Once your complaint has been raised:
- We’ll acknowledge your complaint within two working days.
- We’ll review the details and aim to provide you with an update or outcome within one week.
During this time, our team may contact you if we need any further information to help us investigate your concerns.
If your complaint is about how we handle your personal data, it is covered by additional statutory protections. Please see “Complaints about your personal data” below.
If your complaint covers both service and data protection issues, we’ll handle both strands and keep you updated on each.
If we can't resolve your complaint straight away
If your complaint cannot be resolved quickly, we’ll keep you informed and continue working towards a fair outcome.
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 that you are happy your issue has been satisfactorily resolved.
Alternatively, we will also mark your complaint as closed if you do not respond to us for 28 days or more.
If you are still unhappy
If our proposed resolution doesn’t meet your expectations, please let us know so we can take another look. There may be occasions where we reach an impasse and confirm that no further progress can be made, our where your complaint has been open for six weeks.
If either of these situations occurs, we’ll let you know and provide details of your right to escalate your complaint for independent review:
- to the Communications Ombudsman for complaints about our products and service, or
- to the InformationCommissioner's Office for complaints about your personal data.
Alternative Dispute Resolution
If either six weeks have passed from the date we received your complaint; 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 the Communications Ombudsman, who is the Alternative Dispute Resolution Scheme to which we are registered.
Communications Ombudsman
The Communications Ombudsman independently reviews unresolved complaints about our products and service.
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]
Complaints about your personal data
You have a statutory right to complain to us directly about how your personal data has been handled, and we encourage you to come to us first. This right comes from the Data (Use and Access) Act 2025.
A data protection complaint is any concern about how we have collected, used, shared or protected your personal data, including how we have responded to a data subject access request.
You don’t need to label it or use any particular wording. If you tell us you’re unhappy about how your data has been handled, through any of our contact routes, we’ll treat it as a data protection complaint from the day we receive it.
Here's what we'll do
- Acknowledge your complaint within 30 days of receiving it. In practice, you’ll usually hear from us within two working days.
- Investigate without undue delay and keep you informed as we go.
- Let you know the outcome as soon as our investigation concludes.
If you’re not happy with our response, you can escalate your complaint to the Information Commissioner’s Office, the UK’s independent regulator for data protection:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Phone: 0303 123 1113
Web: https://ico.org.uk
Please note that data protection complaints are reviewed by the ICO rather than the Communications Ombudsman.
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, the 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 a copy in braille, large print or on 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 that 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