I think it may appear during normal office hours; alternatively use CHAT-

https://www.idmobile.co.uk/help-and-support

Hi Geluk
Thanks for your reply
Why would a complaint form only appear during office hours?
I’ve not been able to use chat yet as I have been travelling and abroad until today
However I have previously used chat to try to resolve an issue without success - which is why I want to raise a formal complaint in writing

Thanks ​@andewhite 
I’ll revert to pen and paper, but it still does not explain where the online form is
If a company is serious in handling customer complaints then the first thing they need to do is make sure the information on how to complain is correct…  

Hi ​@Bebaca  sorry to hear you are unhappy with iD. We can handle your complaint from here if you like? What has happened?

I just want to add that there should be a way of raising a complaint online outside of office hours. There’s no reason why there can’t be an online form; this is standard practice within customer service. Customers shouldn’t have to resort to keeping the same hours as your team, or to post / phone written complaints. This isn’t always an option for people, e.g. access needs, being overseas etc.

Hey there ​@mm0719, thank you for your feedback. 

Kind regards,

Tyler

Where is the ‘online complaint form’ advertised as ‘click below’ on your complaints information page? Why write that if there's no form ‘below?’ You need to add an online form and send the copy of the phone call should the complaint be made over the phone.

Hi there ​@PBear, the complaints form and complaints number are both accessible via this page:

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

Please click the blue button to make a complaint online.

Thanks,

Tyler

Hi Tyler,

As stated before, there is no complaints form attached nor does the chat button show. Please fix that and send screenshots.

Hi ​@PBear,

Could you please send us a private message with the details of your complaint? We’ll make sure it’s escalated to the relevant department and looked into promptly.

Alternatively, you can email us directly at socialqueries@idmobile.co.uk if that’s more convenient.

~Marquerita