why is there no office complaints procedure for this company

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why is there no office complaints procedure for this company.

Also why still every time a page loads it will refresh forever until i press stop refreshing a dozen times, so annoying

WelshPaulAnswer

Platinum  Contributor

why is there no office complaints procedure for this company.

There is! It’s located on the footer of every page on the iD Mobile website.

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

WelshPaulAnswer

Platinum  Contributor

why is there no office complaints procedure for this company.

There is! It’s located on the footer of every page on the iD Mobile website.

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Geluk

Silver Contributor

‘office’ ???????

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

T

thompson_2009Author

Active Contributor

sorry that was meant to say why is there no official complaints procedure for this company

Lamiya C

iD Mobile Employee

Hi @thompson_2009 ,

There is an official complaints procedure, and I’m sorry it wasn’t clear or easy to find. iD Mobile handles complaints online rather than through a physical office, which is why it can feel like there isn’t a formal process.

You can view the full, official complaints procedure here:
https://www.idmobile.co.uk/help-and-advice/complaints-procedure

In short:

Complaints are raised via Live Chat or email

They’re reviewed by the Complaints Team

You’ll usually be contacted within 48–72 hours

If unresolved after 8 weeks, or if you receive a deadlock letter, you can go to the Communications Ombudsman

Regarding the page constantly refreshing, that’s understandably annoying. This is usually caused by browser cache/cookies or an extension. Trying a different browser, clearing cache, or using an incognito window often resolves it.

Lamiya

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

H

HAB

New Contributor

why is there no office complaints procedure for this company.

Also why still every time a page loads it will refresh forever until i press stop refreshing a dozen times, so annoying

They have a “so called” complaints team who won’t resolve your issue and won’t escalate it either. I complained a week ago and got a call back 3 days later. Lots more questions and then a promise of a call back the following day. Of course never got a call back, so when I chased and asked to speak to a supervisor so I could escalate my complaint they weren’t able to do that so a promise of another call within 24 hours. You can never speak to anyone who can actually help resolve your problem. I have had no signal at home for a week despite their signal checker saying there is excellent service in my area. It’s a brand new phone and my wife who is also on ID (unfortunately) can’t make or receive voice calls either.