Skip to main content
Active Contributor
June 6, 2025
Solved

Where is the complaint form?

  • June 6, 2025
  • 13 replies
  • 2414 views

On the page explaining how to raise a complaint https://www.idmobile.co.uk/help-and-advice/complaints-procedure it says you need to “Click on the button below and fill out a simple form”

The button does not exist

It’s almost like ID don’t want to know when things go wrong...

    Best answer by andewhite

    Okay ​@Bebaca, the following explains how to make a written complaint: 

     

    13 replies

    Geluk
    Silver Contributor
    Silver Contributor
    June 6, 2025

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

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

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    BebacaAuthor
    Active Contributor
    June 6, 2025

    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

    andewhite
    Platinum 
Contributor
    andewhiteAnswer
    Platinum 
Contributor
    June 6, 2025

    Okay ​@Bebaca, the following explains how to make a written complaint: 

     

    Forum member (non-iD).
    BebacaAuthor
    Active Contributor
    June 6, 2025

    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…  

     

    Siân W
    iD Mobile Employee
    iD Mobile Employee
    June 7, 2025

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

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    mm0719
    New Contributor
    New Contributor
    June 24, 2025

    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.

    Tyler C
    iD Mobile Employee
    iD Mobile Employee
    June 26, 2025

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

     

    Kind regards,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    September 1, 2025

    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.

    Tyler C
    iD Mobile Employee
    iD Mobile Employee
    September 3, 2025

    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

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    New Contributor
    November 18, 2025

    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.